Customer Service Rep

Job Appointment

Full‑Time

311 Customer Service shifts range across seven days a week, from 7 a.m. to 8 p.m. Applicants should expect to work hybrid schedules, which could include evening and/or weekend hours upon hire.

Hybrid – Remote work possible depending on schedule and operational needs. In‑person work is conducted at The Portland Building, 1120 SW 5th Avenue, Portland, OR 97204. Remote work must be performed within Oregon or Washington.

This position is eligible for a Language Pay Differential for qualifying employees.

This classification is represented by the American Federation of State, County, and Municipal Employees (AFSCME).

• Entry: $27.32
• 6 months: $30.37
• Year 1: $32.56
• Year 2: $35.26
• Year 3: $36.36

Please submit your application via the City of Portland’s online portal. Attach a resume and a cover letter.

The 311 Program provides local government customer service to community members, businesses and visitors. 311 Customer Service Representatives respond to inquiries about City of Portland and Multnomah County programs and services via phone, online, email, and in‑person at City buildings. Representatives assess customer needs, provide information, intake requests or reports, and refer customers to appropriate government or community resources. They use multiple intake systems and maintain an extensive database of service information, local government programs and social service resources.

• Provide high‑quality service to diverse, often multilingual and multicultural community members.
• Handle inquiries, requests and complaints using established policies, procedures and multiple software tools (e.g., Zen Desk, digital maps).
• Research and resolve complex customer questions, employing databases, the internet and other resources.
• Manage multiple tasks simultaneously while collaborating within a fast‑paced team environment.
• Maintain accurate records and update information in service platforms.

• Proficiency in a second language (e.g., Spanish, Russian, Mandarin, Cantonese, Vietnamese) to communicate with diverse community members.

An Equal Opportunity / Aff — Positive Action Employer.