311 Customer Service Rep I

The Position

Job Appointment: Full-Time

Work Schedule: 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, that could include evening and/or weekend hours upon hire.

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 .

Language Pay Premium Eligible: This position is eligible for Language Pay Differential for qualifying employees.

Union Representation: This classification is represented by the American Federation of State, County, and Municipal Employees (AFSCME). To view this labor agreement, please click here .

Starting Pay: External applicants start at the entry salary rate. If you are a current AFSCME represented employee, see labor agreement for additional information or talk to your union representative.

Entry: $27.32

6 mo.: $30.37

Year 1: $32.56

Year 2: $35.26

Year 3: $36.36

Application Material: Please click APPLY to submit your application via the City of Portland’s online portal. You will need to attach a resume and a cover letter.

Would you like to help local community members access City of Portland and Multnomah County information, services, and programs?

The 311 Program seeks multiple 311 Customer Service Representative I's to join the 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 work 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 hybrid schedules, that could include evening and/or weekend hours upon hire. Shifts are determined through a bidding process, with seniority determining the preference order.

The 311 Program is a 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 interact with several customer service intake systems and 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 using several different service intake and tracking tools , including Zen d esk and digital maps . 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, researching and problem solving for complex inquiries 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.

This recruitment may be used to fill multiple positions.

Have a question?

Contact Information

TroyLynn Craft

Senior Recruiter

[email protected]

To Qualify

Qualifications

The 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, digital maps and the internet, and then effectively communicate appropriate responses.
• Ability to effectively manage multiple tasks simultaneously while collaborating within a fast-paced team environment.
• Ability to interact with multiple complex service intake and tracking software systems.
  
  

Although not required, you may have one or more of the following:

• Proficiency in a second language (e.g., Spanish, Russian, Mandarin, Cantonese, Vietnamese) to effectively communicate with diverse community members and stakeholders, enhancing our ability to provide inclusive and equitable services.
  
  

The Recruitment Process

STEP 1: Apply online between October 20 - 27, 2025

Required Application Materials

• Cover letter: Details are key! The city uses a merit-based system, so your cover letter should be thorough and specifically address each qualification listed in the "To Qualify" section of the job announcement. Your cover letter can exceed one page, to ensure you are able to provide the detailed information for every qualification. Follow the instructions, as a subject matter expert will be evaluating your details to confirm that you meet the minimum requirements.
• Resume
• Answer to three (3) Supplemental Questions (click on the Questions tab to preview the questions)
  
  

Optional Application Materials:

• If you would like to request Veteran's Preference, please submit your Veteran documents (ex, DD214-Member 4, VA Benefit Letter, etc.) by the closing date of the recruitment.
  
  

Application Tips:

• Your cover letter can exceed one page, to ensure you are able to provide the detailed information for every qualification. A subject matter expert will be evaluating your details to confirm that you meet the minimum requirements.
• Your résumé should support the details described in your cover letter.
• How We Determine Pay: The City of Portland is covered by the Oregon Equal Pay Act . This classification is represented by the American Federation of State, County, and Municipal Employees (AFSCME). All applicants will start at the entry salary rate of $27.32.
• Do not attach any additional documents.
• Please note, all completed applications for this position must be submitted no later than on the closing date and time of this recruitment.
• You may use AI tools to assist with your job application, but please ensure that your cover letter reflects your personal touch. Avoid copying and pasting content directly. We encourage you to use AI to generate ideas and then customize them to highlight your unique experiences and skills.
• 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 October 27, 2025

• An evaluation of each applicant's training and paid and unpaid experience, as demonstrated in their resume and cover letter, weighted 100%.
• Your résumé 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 would 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 November 10, 2025

• Candidates who meet the minimum qualifications will be placed on the equally ranked eligible list.
  
  

Step 4: Selection (Interview): Late November

• Hiring bureau will review and select candidates for an 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:

Step 6: Start Date

• A start date will be determined after all conditions of employment have been met.
  
  

*Timeline is approximate and subject to change.

Additional Information

Click here for additional information regarding the following:

• City of Portland Core Values
• Recruitment Process - Work Status
• Equal Employment Opportunity
• Veteran Preference
• ADA, Pregnancy, and Religious Accommodations
  
  

An Equal Opportunity / Affirmative Action Employer