Licensing Specialist - Bilingual English​/Spanish Encouraged

Licensing Specialist - Bilingual English/Spanish Encouraged

Licensing Specialist – Public Service Representative 4

The Construction Contractors Board (CCB) is actively working toward a future where economic disparities do not dictate outcomes for Oregonians from underrepresented or marginalized communities. As a community partner, our organization is committed to identifying and dismantling racial inequities while providing equity-based support.

Enhancing opportunities for building and advancing racial equity is an ongoing effort, not a one-time project. The CCB demonstrates unwavering commitment to all Oregonians, regardless of their social, cultural, racial, or other status. We believe that the values and principles embedded in our programs provide a solid framework for building upon past successes and continuing this work on an everyday basis.

The CCB was created in 1971 with the primary purpose of protecting consumers who do business with construction contractors. The CCB ensures that, to the extent possible, contractors comply with state laws and regulations regarding contracting, construction liens, construction, licensing, employment, workers' compensation insurance, safety, taxes, and permitting.

The Licensing section is managed by the Licensing Program Manager who leads and directs the agency licensing program. The Licensing section is responsible for the agency call center, pre-licensing, public customer services, data processing, imaging documents and supporting all licensing requirements.

This position is represented by American Federation of State, County, and Municipal Employees Union (AFSCME).

The CCB is hiring for a Full-Time, permanent, Licensing Specialist. The classification for this position is a Public Service Representative 4

Bilingual Encouraged | Spanish & English:

While this position does not require bilingual language skills, there is a need in the communities that we serve, and all are encouraged to apply. However, preference may be given to candidates who are able to speak, read, and write Spanish fluently.

Bilingual differential pay is provided to positions that are assigned to use a language other than English to fulfill their job duties within their position. Bilingual differential pay is 5% of the employee's base pay. Job offer will be contingent upon passing test(s) evaluating your proficiency in the bilingual requirements to receive the differential.

Here's what you will do:

Licensing Specialist | Call Center Representative:

As a Customer-Facing Representative at CCB, you'll engage with walk-in customers, providing face-to-face assistance. Your role involves answering questions related to license requirements and ensuring voluntary compliance. Your ability to communicate effectively and address customer inquiries will be essential in this position.

In addition, as a Call Center Representative at CCB, you'll play a crucial role in managing both inbound and outbound calls. Your responsibilities include following call center protocols, identifying customer needs, clarifying information, researching issues, and providing effective solutions. While legal advice won't be part of your role, you'll offer comprehensive and accurate assistance related to licensing requirements. Additionally, your ability to communicate effectively with diverse perspectives will be critical.

You may also provide workflow support for the licensing section, ensuring an efficient workflow for on-site and remote staff to meet agency and customer needs.

Minimum Qualifications:

Public Service Representative 4

Three years of experience performing public contact and/or customer service duties comparable to the work of a Public Service Representative. At least two years of this experience must include dealing with the public in-person or by phone providing information about services and programs; explaining rules, programs, and procedures; and/or providing assistance, explaining requirements, and gaining compliance. Preference may be given for experience providing service in an area of specialization specific to the position opening.

Requested Skills/Desired Attributes:

• General knowledge of the principles of work organization and simplification.
• Basic knowledge of research techniques sufficient to collect, analyze and interpret information.
• Skill in researching a variety of sources and analyzing information in order to clarify issues and resolve problems for the public.
• Skill in explaining to the public (in person, on the telephone, or in writing) laws, rules or policies relating to a particular program, operation, or service.
• Skill in using policy and procedure manuals, statute books, handbooks, or specialized reference materials to research information.
• Skill in communicating with persons of diverse points of view to resolve problems.
• Skill in making independent judgments and decisions in the application and explanation of laws, rules, or policies.
• Demonstrated team player skills, including the willingness to collaborate, share…