Job Details
311 Customer Service Rep IPrint ( Customer Service Rep ISalary$23.13 - $33.37 HourlyLocation1120 SW 5th Ave, ORJob TypeRegularJob Number2024-00479BureauOMF-Office of the Chief Administrative OfficerOpening Date04/29/2024Closing Date5/13/2024 11:59 PM PacificDescriptionBenefitsQuestionsThe PositionThe Office of Management & Finance is hiring for two (2) 311 Customer Service Representative I positions.Job Appointment: Regular, Full time.Work Schedule: Weekly schedule depends on operational needs. Evenings and/or weekends will be required.Work Location: Hybrid - Remote work is possible depending on schedule and operational needs. In-person work to be conducted at The Portland Building, 1120 SW 5th Avenue Portland OR 97204. Remote work must be performed within Oregon or Washington. For more information, click here ( .Benefits: Please check our benefit tab for an overview of benefit for this positionLanguage Pay Premium Eligible: This position is or may be eligible for Language Pay Differential for qualifying employees.Union Representation: This classification is represented by District Council of Trade Unions (DCTU). To view this labor agreement, please click here ( . External applicants start at the entry salary rate. If you are a current DCTU represented employee, see labor agreement for additional information or talk to your union representative.Application Material: Please click APPLY to submit your application via the City of Portland s online portal. You will need to attach a cover letter and resume.Position SummaryWould you like to help local community members access City of Portland and Multnomah County information, services, and programs?The Office of Management & Finance seeks multiple 311 Customer Service Representative I's to join the 311 Program team. This position provides high-quality local government customer service to community members, businesses, and visitors as a member of the 311 Program s Customer Service Team. These positions report to the 311 Customer Service Supervisor and works as part of a team alongside other customer service staff.The 311 Program currently operates seven days a week, from 7 a.m. to 8 p.m. Applicants should expect to work evening and/or weekend hours upon hire.The 311 Program is a recently established and rapidly evolving program with service offerings expanding to meet the needs of our community. 311 Customer Service Representatives respond to a wide variety of community inquiries about City of Portland and Multnomah County programs and services over the phone, online, via email, and in-person at City buildings. When contacted by a community member or visitor, they assess the customer s needs and may provide information, intake a request or report, or refer the customer to appropriate government or community resources. To support this work, they also maintain and update an extensive database of service information, local government programs and social service resources.The work of this position requires substantial multi-tasking, problem solving, and the ability to adjust to rapidly changing information. This position is expected to perform the full range of assignments independently within established parameters, requiring application of established rules, regulations, policies, and procedures.Successful candidates should enjoy learning about new topics and feel comfortable applying new skills on the job. They must also be able to work in an environment where community members might be upset about a broader City or County policy, meaning we cannot provide an immediate resolution to their concern.311 Customer Service Representatives are expected to support community members who are multi-lingual and multi-cultural. Although not required, the City of Portland encourages candidates that can speak more than one language to include that information in their resume. Bilingual candidates are particularly encouraged to apply and may be eligible for a language pay differential.Virtual Zoom Meet & Greet OpportunityCome meet the hiring manager and the senior recruiter! We'll be talking about the position duties and responsibilities, day to day life in the role, review the announcement, discuss how to apply, and answer questions you may have about the position.View Recording: DH29C!bRQuestions?Jaclyn Snyder, Senior RecruiterBureau of Human ...@portlandoregon.govTo QualifyThe following minimum qualifications are required for this position:Experience providing effective and efficient customer service.Experience using tact and diplomacy while handling sensitive situations and individuals who may be upset.Ability to effectively research customer inquiries, using resources like databases and the internet, and then effectively communicate appropriate responses.Ability to multi-task in a fast-paced team environment.Applicants must also be able to:Provide periodic evening and weekend support at City facilities and in the community, as needed.The Recruitment ProcessSTEP 1: Apply online between April 29 , 2024 May 13, 2024Required Application Materials:ResumeCover LetterAnswer to three (3) Supplemental Questions (click on the Questions tab to preview the questions)Optional Application Materials:Veteran documents to request for Veteran Preference (ex, DD214-Member 4, VA Benefit Letter, etc.)Application Tips:Your cover letter should include details describing your education, training and/or experience, and where obtained, which clearly reflects your qualifications for each of the numbered items in the "To Qualify" section of this announcement.Your resume should support the details described in your cover letter.Do not attach materials not requested.All completed applications for this position must be submitted no later than on the closing date and time of this recruitment.All applications must be submitted via the City's online application process. E-mailed and/or faxed applications will not be accepted.Step 2: Minimum Qualification Evaluation: Week of May 13, 2024An evaluation of each applicant's training and paid and unpaid experience, as demonstrated in their resume and cover letter, weighted 100%.Your resume and cover letter will be the basis for our evaluation of your qualifications for this position. Incomplete or inappropriate information may result in disqualification.You have 14 days from the notice of the minimum qualification evaluation results to let us know if you like to review and discuss your evaluation result. Please read the City of Portland Administrative Rule 3.01 ( for complete information.Additional evaluation may be required prior to establishment of the eligible list and/or final selection.Step 3: Establishment of Eligible List: Week of May 20, 2024Candidates who meet the minimum qualifications will be placed on the equally ranked eligible list.Step 4: Selection (Interview): JuneHiring bureau will review and select candidates to interview.Please note, the selection process may take up to 90 days from the notification of being placed on the eligible list.Step 5: Offer of Employment: JulyStep 6: Start Date: AugustA start date will be determined after all conditions of employment have been met.Timeline is approximate and subject to changeAdditional InformationClick here ( for additional information regarding the following:Veteran PreferenceADA, Pregnancy, and Religious AccommodationsWork StatusEqual Employment OpportunityA Career with the City of Portland offers many Employee BenefitsWe offer a comprehensive benefits package, including but not limited toHealth Care (Medical, Vision and Dental)Carrot FertilityWellness BenefitsLife InsuranceShort- and Long-term disability coverage to eligible employees and their families.Employee Assistance PlanFlexible Spending AccountsRetirementOregon Public Employees Retirement System (PERS), including contributions to the PERS IAP plan paid by employerFamily Medical LeaveCity Paid Parental LeaveAND SO MANY MORE!Benefits may vary depending on bargaining unit and employment status. Click here to review the many different benefits the City of Portland offers ( .01Thank you for your interest in joining the team at the City of Portland. We sincerely value your time and hope to make your application experience as positive as possible.Your cover letter, and resume are an important step in the examination and selection process to assist us in determining if you possess the knowledge, skills, and abilities to succeed in the posted vacancy.A lack of a complete and thorough information in your application materials to each of the qualifications listed in the To Qualify section may result in disqualification from the examination. The information you provide must accurately reflect what is documented in your work history/resume.Your cover letter needs to specifically address all of the qualifications listed in the "To Qualify" section, they are required for this position. Please provide detailed examples for each qualification that specifically address the qualification(s). Saying "See resume", to any of the minimum qualifications may result in elimination from further consideration.If you are requesting veterans' preference, please be sure to indicate that you are a veteran and also upload a copy of your DD214 and/or Veteran's administration letter stating your disability. Veteran's preference documentation must be submitted by the closing time of this announcement.Have you read and understood all of the information listed above?YesNo02Where did you first learn about this job opportunity? (If on a website or job board, please specify which one)03The City of Portland receives public records requests at times. Please indicate which response you find appropriate: (Answer will not disqualify you from the process)My application was submitted with the understanding that the City of Portland would keep the information confidential and would only disclose the information if ordered to do so. I would not have submitted this application without the promise of confidentiality.You may release my application; I am waiving confidentiality.04This classification is represented by the District Council of Trade Unions (DCTU). All applicants will start at the entry salary rate of $23.13. Have you read and do you understand this information?YesNoRequired QuestionAgencyCity of PortlandAddress1120 SW 5th Ave, Room 987 Portland, Oregon, 97204Website verify your email address Verify Email