Customer Service Representative

Are you looking to be part of an agency where you have exciting opportunities to learn, grow and make a positive impact? Have you worked in a call center or similar high-volume customer service environment, which included answering multiple phones lines and entering and/or retrieving data from a computer database? Are you able to accurately key information at a minimum of 40 words per minute? if this sounds like the role for you, please read on.

The Aging and People with Disabilities (APD) program, Disability Determination Services (DDS), part of the Oregon Department of Human Services (ODHS), is looking to hire four Customer Service Representatives to join our dedicated and compassionate team. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

About the Oregon Department of Human Services

Our Mission: To help Oregonians in their own communities achieve wellbeing and independence through opportunities that protect, empower, respect choice, and preserve dignity.

ODHS commits to inclusive excellence by advancing equity and diversity in all that we do. We are an Affirmative Action/Equal Opportunity employer and encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA+ community members, and others to help us achieve our vision of a diverse and inclusive community.

The Oregon Department of Human Services (ODHS) is 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.

To learn more about our agency, click here.

About the program

The APD Program is a program within the Department of Human Service that assists seniors and people with disabilities of all ages to achieve well-being through opportunities for community living, employment, family support and services that promote independence, choice and dignity. Click here to learn more about Aging and People with Disabilities.

The disability program, as part of the Social Security Administration (SSA), is administered by the federal government. Disability Determination Services (DDS) makes disability determinations based on medical, vocational and legal factors. Section 221 (b) of the Social Security Act gives the state agency the authority to make determinations of disability for SSDI and SSI. The state's role in the disability program was included in the original amendments to the Social Security Act in 1954 which specified that disability determinations would be made by state agencies under agreement with SSA. Program responsibilities governing the federal-state relationship between SSA and the DDS are found in the Code of Federal Regulations, Title 20, Chapter III, Part 404, Subpart Q, Section 404.1601 through 404.1694, and part 416, Subpart J, Sections 416.1001 through 415.1094.

What you will do:

As the Customer Service Representative, you will be responsible for answering 50 - 150 calls per day within a team that provides information and assistance to the public about the Social Security Disability program. You will explain program rules and procedures, answer case specific questions regarding the Social Security Disability process, advise claimants on case status, provide instructions to claimants to assist with completing forms and documenting calls electronically.

Working conditions:  

• Works 8:00 a.m. to 5:00 p.m. Monday through Friday.
• This position is not eligible for a flexible work schedule
• This position is not eligible for remote work.
• Phone interactions may include daily phone contact with potentially hostile or emotionally upset people in a personal crisis.

ODHS, A place to belong and make a difference!

You can find connections through an Employee Resource Groups (ERGs) which are voluntary, employee-driven committees that support each other as well as the ODHS overall mission. ERGs are an officially chartered group organized around shared cultural identity(ies) to support historically underrepresented ODHS employees.

You can grow your career through, free leadership training, ample career pathways, and committee participation opportunities.

You’ll enjoy work/life balance, 10 paid holidays a year, flexible work schedules, remote work options, and competitive benefits packages.

What you need to qualify: Minimum 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.
Essential Attributes

You do not need to have all these attributes to be considered for this opening; however, the most competitive candidates will have most of them. Please demonstrate them in your resume or work history profile.

• 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 to customers.
• Communication: Ability to communicate 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: Ability to accurately “touch type” information at a minimum of 40 words per minute. You will be reviewing information on a screen as you are typing and speaking with our customers.
• Bilingual Skills: Bilingual (in any language) candidates are preferred.

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.

Successful candidates for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following convictions are likely to result in being disqualified for this position: Felony Convictions, Computer theft, identify theft and fraud. CJIS Clearance is done at the conditional job offer.

IMPORTANT

In addition to the State of Oregon background check process, individuals selected for positions with the Disability Determination Services (DDS) will go through a complete federal background investigation. A suitability determination by the Social Security Administration is necessary to determine whether an employee can be issued credentials in order to have access to Social Security disability data, records, and systems. A pre-screen will be conducted through SSA Office of Deputy Commissioner for Human Resources (DCHR). If the pre-screen is favorable, a job offer can be extended. However, the job offer is still contingent upon a full suitability clearance through DCHR.

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.

How to Apply

Your work history profile, cover letter, and resume are the perfect opportunities to highlight your interest in the position and showcase the amazing skills and experience that make you the best candidate for the position.

• Please upload a resume and complete the work history profile. You must complete the work experience section of the application so we can verify your qualifications for this position. A resume will not substitute for completing the work experience section of the Note: Your resume may be uploaded in the Resume/CV field on the online application. 
• Attach a cover letter that demonstrates how you meet the qualifications, requirements, and essential attributes for the position.
• External Applicants: Click on the “Apply” button and submit your application. View this video for help.
• Internal Applicants (Current State of Oregon employees): Apply via your employee Workday account. View this job aid for help.
• After you submit your application, please respond to the public records request authorization and gender identity questionnaire. This screen will come after you submit and will complete the process. If you are an employee, the tasks will come to your Workday inbox.
• Veterans: If you are claiming veterans preference points, you will receive a task in your Workday account to provide military documents (if you have not already provided them). Please ensure to complete all tasks in Workday during the application process and upload your documents (DD214/Disability). Click here for a guide on how to upload your documents. For privacy reasons, please do not attach your DD214/DD215/civil service preference letter to your application – instead, attach these documents when prompted to during the Workday task. For questions about documentation, please visit: Veterans Resources.

Helpful Information

• This position is represented by the Service Employees International Union (SEIU).
• This recruitment may be used to fill future vacancies.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. ODHS does not offer VISA sponsorship for this position.
• If you need an accommodation under the Americans with Disabilities Act (ADA) to participate in the application or selection process, please contact our office at RECRUITMENT@dhsoha.state.or.us.
• Have questions about Workday, and want some tips on understanding the state application process? Check out this link.
• For questions or assistance with the application process, please contact Teresa Camacho via email at Camachodelatorre@dhsoha.state.or.us or call 971-286-0701. Please be sure to include the job requisition number.