Customer Service Representative (Public Service Representative 3)

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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.

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 8:00 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.

ATTENTION ALL CANDIDATES!

• To help us better understand your qualifications and fit for this role, please include a brief response to each of the essential attributes in your application materials. Your responses should highlight specific examples from your experience that demonstrate how you meet each attribute. This information will be used as part of the evaluation process.

• Please make sure your application materials, resume or job history, are clearly outlined as this information will be used to determine your starting salary range. Note: Your cover letter (if requested) and resume may be uploaded in the Resume/CV field on the online application.  

• If you are a finalist, you will need to provide 3 professional references including one from your current supervisor, a previous supervisor and one additional professional reference. Please ensure your references are still willing and available to provide a reference in a timely manner.

• The use of outside resources such as Artificial Intelligence software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.

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.

CONTACT INFORMATION

We invite you to contact ADA.DHS@dhsoha.state.or.us for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.

• The recruiter for this position is Jennifer Moisa. If you contact the recruiter, please include the job requisition (REQ) number listed at the top of this job post.

• Email: JENNIFER.M.MOISA@odhs.oregon.gov