311 Customer Service Rep I

311 Customer Service Representative I

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 desk 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 troylynn.craft@portlandoregon.gov

To Qualify

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 :

The Recruitment Process

Step 1 : Apply online between October 20 - 27, 2025 Required Application Materials :

Optional Application Materials :

Application Tips :

Step 2 : Minimum Qualification Evaluation : Week of October 27, 2025

Step 3 : Establishment of Eligible List : Week of November 10, 2025

Step 4 : Selection (Interview) : Late November

Step 5 : Offer of Employment : Step 6 : Start Date

Additional Information

Click here for additional information regarding the following :

A Career with the City of Portland offers many Employee Benefits

We offer a comprehensive benefits package, including but not limited to :

AND SO MANY MORE! Benefits may vary depending on bargaining unit and employment status. Click here to review the many different benefits the City of Portland offers.

Thank you for your interest in the City of Portland. We value your time and hope to make your application