• Job Description

  Req#: REQ-161315

  Initial Posting Date:

  07/15/2024

  Application Deadline:

  07/22/2024

  Agency:

  Department of Human Services

  Salary Range:

  $3,218 - $4,338

  Position Type:

  Employee

  Position Title:

  Customer Service Representative (Public Service Representative 3/Multiple Positions/Spanish/English Bilingual Encouraged)

  Job Description:

  We are proud to be an Equal Opportunity Employer. We are actively working to build an equitable agency with the Equity North Star as our guide toward our vision of an agency free of racism, discrimination and bias. We believe that teams in which everyone can show up as their full authentic self are key to creating a thriving workforce that can better serve communities. We welcome members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to apply.

  If you have a passion to provide culturally appropriate services where individuals are treated respectfully, compassionately, and effectively in a manner that recognizes, affirms, and values the worth of individuals, families, and communities, protecting and preserving the dignity of each, this position is for you!

  We are hiring two Customer Service Representatives (Public Service Representative 3) to join our Customer Service team located at 3150 Lancaster Dr NE, Salem, OR 97305. In this position you will, provide information and assistance to the public about the Social Security Disability program. If you have call center experience and are motivated by collaborating with diverse teams, this position is for you. We want you to join our agency where you have exciting opportunities to learn, grow and make a positive impact. You will work in an office environment and your work schedule will be Monday through Friday from 8 a.m. to 5 p.m. There is no opportunity for remote work. Apply today!

  Bilingual skills in Spanish/English are encouraged, but not a requirement for this position. This position may receive a 5% differential pay based on passing the required language test.

  Oregon Department of Human Services (ODHS), A place to belong and make a difference!

  • When you join the ODHS , you join a community of over 10,000 employees dedicated to serving and helping Oregonians achieve wellbeing and independence through opportunities that protect, empower, respect choice, and preserve dignity.

  • Connect with ODHS Employee Resource Groups (ERGs) and find a place to belong, build community and participate in shared learning. ERGs are employee-driven committees that support each other as well as the ODHS’ overall mission and vision.

  • We are committed to building an antiracist and equitable agency. Equity is foundational to our role as a human services agency and we are committed to integrating equity into all we do. The Equity North Star has four points that explain the agency's goals related to equity, inclusion, and racial justice.

  • We know that life is unpredictable and ODHS cares about keeping you well. Enjoy a work-life balance, 11 paid holidays a year, flexible work schedules, and competitive benefits packages including health, dental, vision and much more!

  What you need to qualify

  Two years of experience in customer service. One year of which must have included explanation of rules, regulations, and policies and responsibility for dealing with unique or unusual situations.

  Essential attributes

  We are looking for candidates with:

  • Call Center Experience: At least one year working in a call center or a similar high-volume customer service environment, which included answering multiple phones lines and entering and/or retrieving data from a computer database.

  • Customer Service: Experience answering questions in a friendly manner and providing information by telephone and in person to customers.

  • Communication: Experience communicating decisions, rules, policies, and procedures in an understandable language to people of diverse education, language & cultural backgrounds.

  • Confidentiality: Experience working with confidential and sensitive information.

  • Computer Skills: Accurately “touch type” information at a minimum of 40 words per minute. You will be reviewing information on multiple computers monitors as you are typing and speaking with our customers.

  • Bilingual skills in Spanish/English are encouraged, but not a requirement for this position. This position may receive a 5% differential pay based on passing the required language test.

  Please be sure to clearly describe how you meet these attributes within your Workday profile or Resume. These attributes will be used to determine which candidates will be selected to move forward in the process.

  Your duties at a glance

  Aging and Disability Services

  As a Customer Service Representative, you will:

  • Provide information and assistance to the public about the Social Security Disability program.

  • Explain program rules and procedures, answer case specific questions, advise on case status, and provide instructions to claimants to assist with completing forms.

  • Confirm consultative exams.

  • Provide information regarding case processing status and procedures to claimants over the phone and in person.

  • Greet and direct visitors to appropriate contact within a highly secure work location.

  • Provide instruction to claimants over the phone and in person as the receptionist, on completing forms and questionnaires.

  • Generate documents to claimants who may have misplaced the original questionnaires.

  • Update claimant information on system.

  • Compose documentation, detailed at times, for ongoing case tracking.

  • Coordinate language line translation services for clients.

  • Refer claimants to appropriate DDS employee or agency, as necessary.

  • Manage a high volume of document mailing for claimant questionnaires and requests for medical evidence of record.

  • Review paperwork to ensure correct letter usage, attachment of appropriate questionnaires, enclosure of appropriate return envelopes, etc.

  Working conditions

  • You will work in an office environment and your work schedule will be Monday through Friday from 8 a.m. to 5 p.m. There is no opportunity for remote work.

  • The ability to use a headset to answer frequent phone calls throughout the day is vital.

  • You will use three computer monitors to retrieve and enter data.

  • You may interact with a wide range of people over the phone and in person, including some who have experienced trauma and exhibit challenges in controlling their emotions.

  Application instructions & requirements

  Your work history profile and resume are the perfect opportunity to highlight your interest in the position and demonstrate your skills, lived and/or work experience that shows you are an excellent candidate for the position.

  • Please upload a resume or complete the work history profile. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.

  • Current State of Oregon employees: Apply via your employee Workday account.

  • If you are not a current State of Oregon employee, view this application instructional video.

  • After you submit your application, you will have additional tasks to complete in Workday. Please continue to check your Workday account throughout the recruitment process.

  Additional requirements

  • Finalists for this position will be subject to a computerized criminal history and abuse check. Adverse background information will be reviewed and could result in withdrawal of a conditional job offer or termination of employment.

  • The Oregon Department of Human Services does not offer visa sponsorship. Within three days of hire, you will be required to complete the US Department of Homeland Security’s I-9 form confirming authorization to work in the United States. ODHS will use E-Verify to confirm that you are authorized to work in the United States.

  • In addition to the computerized criminal history and abuse check, positions with Disability Determination services (DDS) requires a complete and detailed federal background investigation. A suitability determination by the Social Security Administration is necessary to determine whether an employee can be issued credentials to have access to Social Security disability data, records, and systems. The job offer is contingent upon a full suitability clearance through the Social Security Administration (SSA) Office of Deputy Commissioner for Human Resources (DCHR).

  • You must have an appropriate form of transportation.

  Helpful information

  • This position is represented by the Union (SEIU).

  • This recruitment may be used to fill future vacancies.

  • Have questions about Workday, and want some tips on understanding the state application process? Check out our Oregon job opportunities page.

  • If you need an accommodation under the Americans with Disabilities Act (ADA), have questions or need assistance with the application process or have questions about the job duties or application process, please contact, Marina.Nieblas@odhs.oregon.gov via email. Please be sure to include the job requisition number.

• About the company

  Oregon (/ˈɒrɡən/ ORR--gən) is a state in the Pacific Northwest region on the West Coast of the United States.

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