Job Description

Studies have shown that candidates that are female and/or BIPOC are less likely to apply for jobs unless they meet all of the qualifications, they find in the job description. We are seeking the best candidate for the job, and that candidate may be a person who comes from a less traditional background. We encourage you to apply even if you don’t meet every minimum qualification described or are unsure if your experience could be considered related experience. Bilingual English/Spanish Encouraged



Title: Customer Service Representative

Position Classification: Transportation Brokerage Specialist

Department: Community and Economic Development 

Reports to: Brokerage Supervisor



Arranges for non-emergency medical transportation services for senior citizens, people with disabilities, Medicaid eligible clients and others. Under general direction of the Transportation Brokerage Manager, Customer Service Representative (CSR)/Scheduler handles incoming calls, checks client eligibility, posts ride requests for transportation services, selects the most appropriate transportation provider and schedules rides using specialized software.


Performs position duties in a manner that promotes customer service and harmonious working relationships, including treating all persons courteously and respectfully. Engages in effective team participation through willingness to assist and support co-workers, supervisors, and other work-related associations. Develops good working relationships with transportation providers, agency staff and supervisors to assist in identifying and resolving problems in a constructive manner. Demonstrates positive acceptance of constructive feedback and suggestions, in an effort to strengthen work performance. Contributes to a positive, respectful and productive work atmosphere. Regular attendance is required to meet the demands of this job and to provide necessary services.

This position is a Mandatory Reporter by statutory requirement.



90% - Customer Service Representative Responsibilities 

  • Operates multi-line telephone system to assess incoming client requests for transportation services.
  • Checks client eligibility and enters data using computer terminal with specialized software.
  • Provides general public relations to transportation providers and public regarding medical transportation program and other brokerage services.
  • Schedules trips using specialized software.
  • Coordinates resources for urgent transportation.
  • Verifies a sample of all trips to assure that clients are going to appropriate services.
  • Determines the need for additional medical or social information and requests from appropriate sources.
  • Informs appropriate staff of client or provider abuse.
  • Coordinates with case managers to ensure necessary client eligibility information is current.


10% - Other Duties

  • Performs a variety of clerical-related duties including using Microsoft Office software to prepare reports, complete forms, and compile information for analysis.
  • Determines most cost effective and appropriate ride for clients.
  • Tracks record of documentation for long distance bid trips.
  • Tracks availability of Providers daily.



Work is generally performed in an office environment with routine computer and telephone usage. Position requires sitting and typing for long periods of time. Occasional travel may be required to monitor Providers, attend meetings and/or trainings.



Receives general supervision from the Transportation Brokerage Supervisor of the Community and Economic Development Program.







Experience and Training

Completion of high school or equivalent, and two years’ experience which demonstrates knowledge, skills, and abilities of position; OR any satisfactory equivalent combination of education, training, and experience which demonstrates the knowledge, skills and abilities to perform the duties of the job.


Knowledge, Skills and Abilities

  • Knowledge and ability to apply strong organizational skills. 
  • Thorough knowledge and proficiency in the use of Microsoft software including Access, and ability to assist and train others in software applications. 
  • Excellent knowledge of business English, spelling and punctuation.
  • Considerable knowledge of modern office practices and procedures. 
  • Ability to acquire and apply confidentiality rules regarding client and provider records.
  • Ability to understand verbal and written operating instructions and procedures and to initiate suggestions for appropriate involvement.
  • Ability to read, prepare and understand statistical reports and recognize mathematical and/or data entry errors.
  • Ability to work independently and exercise good time management skills in order to accomplish both daily tasks and on-going projects, paying attention to detail.
  • Ability to work with other staff and the public in a courteous and efficient manner.
  • Ability to identify and refer significant policy inquiries to supervisor.
  • Ability to operate a variety of standard office machines and equipment.
  • Ability to operate a multi-line telephone system.
  • Ability to communicate well orally and in writing.
  • Ability to type accurately and efficiency in document preparation.
  • Ability to acquire proficiency in specialized Brokerage software.
  • Skills in performing detailed and complex clerical tasks.


Licenses, Certificates, & Other Requirements

  • Possess a valid Oregon Driver’s License, or the ability to obtain reliable transportation in order to travel throughout the three-county area.
  • Position requires successful completion of a criminal history and driving record check.
  • This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees are required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
  • Requirementsare representative of minimum levels of knowledge, skills and abilities. To successfully perform this job, the employee will possess the abilities or aptitudes to perform each duty proficiently.


Starting salary is $17.30  - $23.18/ hourly DOQE. A step increase will be awarded upon successful completion of a probationary period (typically six months), and then annually thereafter to the top of the range. OCWCOG offers an attractive benefits package including:
Retirement – OCWCOG pays both the employer’s percentage, and employee’s six percent (6%) contribution into the Oregon Public Employees System (PERS). In addition to PERS, OCWCOG pays into Social Security.  
Insurance – For select plans, OCWCOG currently pays one hundred percent (100%) of the insurance premiums for the employee and their eligible dependents. The insurance package includes medical, prescription, dental and vision coverage, , life, accidental death and dismemberment, long term disability.
Holiday Leave – OCWCOG provides ten and one half (11 ½) fixed holidays, plus two (2) personal days during each fiscal year. 
Additional Benefits – Deferred compensation options, Long-term care Insurance, Employee Assistance Program, and options to participate in pre-tax Health Savings Account or Flexible Spending Account. 
Sick Leave – Full-time employees accrue eight (8) hours of sick leave each month.
Vacation Leave – Full-time employees accrue vacation leave each month according to the following schedule: 
            0-36 months                 -  8 hours/month
          37-72 months                 - 10 hours/month
        73-144 months                - 14 hours/month
      145 months and above     - 16 hours/month


This position is represented by the Service Employees International Union (SEIU).


This posting closes on November 17, 2023. 


You must submit the following application materials to be considered as a viable candidate:

1. A completed application and current resume that clearly describes your experience, skills, and/or knowledge related to the requirements of the position and demonstrates that you meet qualifications of the position listed above.

2. A cover letter explaining how your background, experience and training qualify you for this position. Please describe your experience and training specifically as they relate to the Minimum Qualifications.

If you are an eligible veteran and wish to claim veterans’ preference points AND you also meet the minimum qualifications for this position, the points will be added to your score. To receive veterans’ preference points, you MUST attach to your application materials the following required documentation:

• A copy of your DD214/DD215 form; OR a letter from the US Department of Veteran’s Affairs indicating you receive a non-service connected pension for the five (5) point preference.
• A copy of your DD214/DD215 form; AND a copy of your veteran’s disability preference letter from the Dept. of Veterans’ Affairs for the ten (10) point preference.

OCWCOG provides veterans’ preference in employment to all eligible veterans.  For more information, please go to the State website:  


Veterans Information

OCWCOG is an equal opportunity/ affirmative action employer and is strongly committed to enhancing the diversity of its workforce.  Assistance will be provided in the recruitment, application and selection process to applicants with disabilities who request such assistance.  Please call (541) 967-8720 as early as possible regarding any assistance you may require.

If you have any questions please contact HR at   In the subject line please include the position title and the posting number.

OCWCOG will review application as they are received and may close the recruitment at any time as positions are filled.


To apply scroll down to the bottom and click Apply.


The Posting Number for this position is 202343.