Initial Posting Date:
03/02/2026Application Deadline:
03/09/2026Agency:
Department of JusticeSalary Range:
$4,312 - $5,988Position Type:
EmployeePosition Title:
Consumer Complaint Specialist - Civil Enforcement Division (Salem)Job Description:
The Oregon Department of Justice (DOJ) – Civil Enforcement Division is seeking a dynamic problem solver to join the Consumer Protection Section team as a Consumer Complaint Specialist (Public Service Representative 4).
The Consumer Protection Section is responsible for investigating and prosecuting violations of the Unlawful Trade Practices Act (UTPA), which protects consumers from unfair and deceptive trade practices in the advertisement, sale and lease of real estate, goods and services for personal, family or household use. The section also operates a consumer hotline and an informal consumer complaint resolution program.
In this role, you will have the opportunity to assist with the information consumer complaint resolution program, by processing and helping to resolve written complaints from consumers. You’ll get to resolve both consumer and business complaints by utilizing a variety of problem-solving methods, such as negotiation, mediation, and arbitration, as well as assisting in preparation for investigation and litigation. This role has the important task of also educating the public on how to be better consumers, and deal with marketplace abuses. Training will be in person at our Salem legal office. After training is complete this position offers a hybrid schedule, which will be determined with the hiring manager based on the current business need.
DUTIES AND RESPONSIBILITIES (in part)
Evaluates, analyze, research, processes consumer complaints and supporting documentation, including contracts, billing statements, financial records, correspondence, and other materials relevant to the consumer complaint.
Checks the consumer and business information for completeness. Checks the database for any prior complaints about the business, and special handling instructions to determine the course of action.
Composes correspondence to consumers and businesses. Research and draft case summaries, update reports and other communications
Take appropriate steps to resolve consumer complaints by providing accurate and timely responses to questions posed by consumers and businesses.
Serve as an intermediary on disagreements between consumers and businesses and assist them in reaching an acceptable resolution.
Track pending responses from consumers and businesses and documents all communication to ensure timely progression of each complaint maintaining compliance with internal timelines and procedures.
Document all written and verbal communication between the consumer complaint specialist, consumer, business or responsible party using the current complaint management system and Microsoft Office Suite applications including Outlook, Word & Excel.
Determine when it is appropriate to close an assigned consumer complaint. An appropriate “closing code” and activity note will be entered in the complaint management database.
Supports the volunteer program by filling in for the Volunteer Coordinator when unavailable. Provides technical support and answers questions from volunteers. The Consumer Complaint Specialist of the day backs up the volunteer coordinator fir extended leaves and lunch time coverage and also answers the hotline.
Other duties as assigned.
REQUIRED ATTRIBUTES AND SPECIAL REQUIREMENTS
Research suggests that women and people of color are less likely to apply unless they are confident they meet 100% of the listed qualifications. We strongly encourage all interested individuals to apply, and allow us to evaluate the knowledge, skills, and abilities that you demonstrate, using an intentional equity lens.
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.
DESIRED SKILLS AND ATTRIBUTES
Experience relaying technical information to the public.
Skill working in and helping to maintain a database of information.
Ability to manage high levels of ambiguity and create clarity.
Experience managing multiple tasks and deadlines and ability to independently prioritize and manage workload
Possess excellent analytical, communication, and organizational skills.
Ability to work collaboratively as part of a cross-functional team.
Experience evaluating complaints and/or identifying when a referral is appropriate.
WHAT’S IN IT FOR YOU
Work/life balance to include 11 paid holidays a year, vacation, sick leave, personal business leave, and a competitive benefits package.
Permanent, full-time employment in Salem, Oregon.
A workplace where individual contribution matters and is recognized; and where creativity and accomplishment are rewarded.
Opportunity to expand your government auditing and data analysis skills.
Endless peer and management support, and representation by the Service Employees International Union (SEIU).
For more information about our benefits, you can learn here.
APPLICATION PROCESS
Candidates from diverse backgrounds are encouraged to apply. The Department of Justice is an equal opportunity employer, does not discriminate based on race, color, national origin, ethnicity, veteran, gender, sexual orientation, religion, age or disability, and is committed to workplace diversity.
Click "Apply" and complete the online application and all supplemental questions.
Attach your resume.
Attach your cover letter (1-2 pages), specifically addressing how you meet the qualifications for this position.
ALL APPLICANTS: You will only have one opportunity to upload the required resume and cover letter. Drag and drop your resume and cover letter into Workday when prompted to upload. If you are concerned that one or both required documents didn't attach to your application, if you need an accommodation under the Americans with Disabilities Act (ADA), have questions, or need assistance with the application process, please contact doj.recruitment@doj.oregon.gov. Any materials emailed will be associated on your behalf if received before the posting deadline.
CURRENT STATE EMPLOYEES: Login to Workday using your state-issued login and apply via the Jobs Hub Worklet located on your home page. Using a private account disrupts the hiring process for all internal candidates. Prior to clicking "Apply", update your employee profile to reflect your Education, Skills, and Job History (including your current job).
For additional information regarding working for the Department of Justice and application assistance, click HERE.
Oregon Department of Justice
1162 Court St NE
Salem OR, 97301
DOJ.recruitment@doj.oregon.gov
Phone: (503) 947-4328
Fax: (503) 373-0367