Customer Service Representative (Public Service Representative 3)

Oregon Department of Human Services; Salem (OR); On-site; USD 39,000 - 53,000; Full time

Job summary

Oregon Department of Human Services in Salem seeks a Customer Service Representative to join a call center serving the Social Security Disability program. You will guide claimants, explain rules, and assist with form completion both over the phone and in person.

The position requires strong communication, confidentiality, and the ability to manage high call volumes in a secure office. Bilingual differential pay may apply after testing.

Qualifications

• Two years of experience in customer service.
• One year of experience explaining rules, regulations, and policies.
• Ability to handle unique or unusual situations with discretion.

Responsibilities

• 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.
• Confirm consultative exams and communicate case processing status to claimants by phone and in person.
• Greet and direct visitors, and serve as receptionist for completing forms.
• Update claimant information in the system and generate necessary documents.
• Coordinate language line translation services and refer claimants to appropriate staff as needed.

Skills

Customer service

Call center experience

Communication

Data entry

Job description

Position Details

Position Title: Customer Service Representative (Public Service Representative 3)

Position Type: Employee

Salary Range: $3515 - $4738

Initial Posting Date: 09/04/2026

Application Deadline: 09/13/2026

Agency: Department of Human Services

Job Description REQ-204251

Address: Salem (4600 25th Ave NE)

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by our Equity North Star and our vision for a positive RiSE organizational culture that advances equity and diversity. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to help us achieve our vision of a diverse and inclusive community.

* Please note: All required languages must have an available test.

If interested in using your bilingual language skills, upon passing the test, you will receive 5% bilingual differential pay.

Summary Of Duties

The purpose of this job/position is to be a part of a call center that provides information and assistance to the public about the Social Security Disability program. Staff explain program rules and procedures, answer case specific questions, advise on case status, and provide instructions to claimants to assist with completing forms. In addition, this position confirms consultative exams.

Your Duties At a Glance

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 8:00 AM to 5:00 PM. 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.

Minimum Qualifications (MQ's)

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

• 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.

Background Checks And Requirements

• If selected as a finalist, we will conduct a criminal history and background check. Adverse criminal history or background check may lead to disqualification. Additional background check information.
• 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).

Benefits

• Amazing benefits package.
• Cost of Living Adjustments.
• Possible eligibility for the Public Service Loan Forgiveness Program.
• Annual salary increases (until you reach the top of the listed salary range).
• ODHS Employee Resource Group communities that promote shared learning.

Employment Preference

• Veterans’ preference information.
• How to submit your Veteran documents for preference. Please do not attach your Veterans’ preference documentation in the Resume/CV field of your application.

General Information

• This is a permanent, full-time position and is represented by the Service Employees International Union (SEIU).
• This recruitment may be used to fill future vacancies in the same classification.