Telephone Customer Service Representative Bilingual English/Spanish -Portland, OR

  • Oregon Health Authority
  • Portland, OR
  • Jan 30, 2023
Full time Government

Job Description


Close Date: 2/5/2023

Salary: $2,823 – $3,707

Work Location: On-site, Portland, OR

The Oregon Health Authority, Public Health Division, Vital Statistics Records – Center for Health Statistics in Portland, OR is recruiting for a Telephone Customer Service Representative to provide information to the public in English and in Spanish via telephone and in person regarding procedures for ordering vital records, eligibility for ordering records, and other miscellaneous information related to vital records and the Public Health Division. Oregon law requires all vital events that occur in Oregon, such as births, marriages, divorces, and deaths to be recorded, registered, and filed with our office.


This is a full-time, permanent, classified position and is represented by a union. This recruitment may be used to establish a list of qualified candidates to fill current or future vacancies.


What will you do?
As the Telephone Customer Service Representative, you will provide a high-level of professional, diplomatic customer service by phone in English and Spanish, handling up to 75 calls per day. You will also assist walk-in customers by explaining ordering processes using computer kiosks to ensure smooth processing of orders. You will answer a wide variety of questions about ordering procedures, who is eligible to order, and what the best options are for the customer, given time constraints. You will route specific questions about amendments or statistical reports to the proper staff member or other departments within the section as well as county, state, and federal office representatives.

In addition, you will troubleshoot issues to assist callers who have placed orders but have not received the requested record. You will locate orders using the computer system or other index files, check closeouts for mailing dates, and send replacement copies. When dealing with complex issues, you will refer the customer to the supervisor for resolution.


What are we looking for?

Minimum Requirements: One year of public contact experience (such as in public service representative, salesperson, or receptionist positions) which included answering questions and providing information.

Requested Skills:

  • Bilingual – English/Spanish language is required. Fluency in speaking, reading, and writing in English/Spanish.
  • Fluency in Vietnamese and Russian is also preferred but not required.
  • Experience providing Spanish translation services for customers who need assistance to order vital records.
  • Experience learning, understanding, and applying policies and procedures to assigned work.
  • Experience reviewing and approving applications or documents for completeness.
  • Experience organizing a high volume of work that requires accuracy and attention to detail.
  • Proficient keyboarding skills to enter accurate information while conversing on the telephone.
  • Minimum typing speed of 65 wpm with a high degree of accuracy.
  • Experience keeping all confidential data secure whether working onsite or remotely.
  • Must have experience as a proactive member of a collaborative team with the ability to build and maintain positive working relationships.
  • Experience promoting a culturally competent and diverse work environment.


Working Conditions:

The work of this position is performed on-site at the Oregon Health Authority Public Health Division, 800 NE Oregon St, Portland, OR 97232.


The Oregon Health Authority is an equal opportunity, affirmative action employer committed to workforce diversity and anti-racism.