Customer Service Guide (Public Benefit Specialist, Entry)

About the role

The Oregon Department of Human Services is seeking a Customer Service Guide (Public Benefit Specialist, Entry) to join our team. This role plays a pivotal role in providing exceptional office support and creating a welcoming environment for our clients.

Responsibilities

• Provide front desk assistance, answering phone calls, and guiding clients to the right services.
• Distribute mail, handle case transfers, and manage emails.
• Schedule appointments and issue financial negotiables like Electronic Benefits Transfer (EBT) cards and checks.
• Review all applications, paperwork, and documentation submitted in person or electronically for completeness and accuracy.
• Create a welcoming environment for the public through various forms of communication.
• Maintain an organized and clean work area, ensuring efficient lobby flow and customer service.
• Use various computer systems and databases to manage information for the agency and clients.

Requirements

• Two years of experience working in a reception area or call center either interviewing to obtain information or providing customer service. This experience must have involved a high volume of work (e.g., data entry, assuring information on applications is complete and accurate, completing necessary documents, etc.).
• An associate degree in Behavioral Science, Social Science or a closely related field AND six months of experience working in a busy reception area or call center either interviewing to obtain information or providing customer service.
• An equivalent combination of education, training, and experience relative to the class concept.

Qualifications

• Experience reviewing documents and entering information into multiple systems with accuracy.
• Experience explaining complex information verbally and in writing to diverse audiences in a culturally responsive manner.
• Experience prioritizing tasks and managing workloads to meet deadlines in a fast paced, dynamic environment.
• Experience resolving issues and providing respectful, person-centered support tailored to applicants’ needs.
• Experience building trust-based relationships and adapting to changing priorities collaboratively as a team.

Skills

Bilingual in Spanish and English is preferred but not required.

Benefits

Cost of Living Adjustments.
Annual salary increases (until you reach the top of the listed salary range).

Pay

$3,798 - $4,954

Schedule

Monday to Friday, 8 am to 5 pm PT, with possible fluctuations based on service needs.