Customer Service Representative (Public Service Representative 3)

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

Benefits offered by this job

Benefits package

COLA adjustments

Public Service Loan Forgiveness

Salary increases

Employee Resource Groups

Job summary

The Oregon Department of Human Services seeks a Customer Service Representative (Public Service Representative 3) to join a call center providing information about the Social Security Disability program. You will explain program rules, assist claimants with forms, and advise on case status, in person or by phone.

Work hours are Monday to Friday, 8:00 AM–5:00 PM, with no remote option. Bilingual testers earn a 5% differential pay if language skills are used; we value equity, diversity, and

Qualifications

• 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.

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 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.

Skills

Call Center Experience

Customer Service

Communication

Confidentiality

Computer Skills

Job description

Initial Posting Date: 09/04/2026 Application Deadline: 09/13/2026 Agency: Department of Human Services Salary Range: $3515 - $4738 Position Type: Employee Position Title: Customer Service Representative (Public Service Representative 3) Job Description: Customer Service Representative (Public Service Representative 3) REQ-204251 Salary Range: $3,515 - $4738 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. You do not need to be bilingual to apply or be considered for this position. If you are bilingual, we encourage you to apply! We serve diverse communities and recognize the importance of serving people in their preferred language. If interested in using your bilingual language skills, upon passing the test, you will receive 5% bilingual differential pay. * Please note: All required languages must have an available test. OPPORTUNITY AWAITS! 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!

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.

• 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.

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.

Oregon state government is a large organization by nearly any standard. With over 40,000 employees working all over the state, in small communities and large, we are proving that government can be innovative. We work as a team, challenging ourselves to be better, faster and more efficient with taxpayer dollars. After all, when every day we are responsible for caring for the needs of a diverse population and thriving business community, we simply must have the best and brightest workforce. If you take responsibility for your actions, are passionate about helping others succeed, and have a reputation for excellence and honesty, why not make Oregon state government your next career move? Joining our team means you open the door to many possibilities. From entry level to executive, outdoor work to policy setting, we have a role for nearly every calling, expertise and background. If you’re looking at us from across the country (or beyond!), know that Oregon is one of the most beautiful places on earth. Made up of seven diverse regions, Oregon has the ocean, mountains, valleys, high desert, cities, small towns, and almost everything in between. Oregon “flies with her own wings.”