Customer Service Guide (Public Benefits Specialist, Entry)

About the role

The Oregon Department of Human Services seeks a Customer Service Guide (Public Benefits Specialist, Entry) to provide front‑desk support, assist clients with public benefits, and maintain a welcoming office environment.

Responsibilities

• Provide front desk help, 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.
• Document all interactions and records through the ONE and TRACS system.
• 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.

Minimum Qualifications

A valid driver’s license and acceptable driving record are required. Candidates must meet one of the following: two years of experience working in a reception area or call center involving high‑volume work (e.g., data entry, ensuring application completeness, completing necessary documents); OR an associate degree in Behavioral Science, Social Science, or a closely related field plus six months of experience in a busy reception or call center interviewing for information or providing customer service; OR an equivalent combination of education, training, and experience relative to the class concept.

Skills

• Experience listening to others to understand needs, concerns, and perspectives.
• Experience sharing information clearly both verbally and in writing.
• Experience working with others to plan, coordinate, or complete tasks.
• Experience supporting customers or stakeholders by responding to questions and resolving issues.
• Experience analyzing information to find patterns, issues, or solutions.
• Experience recognizing and responding to others’ cues and emotions in daily interactions.
• Experience adjusting work practices or priorities in response to new information or changing conditions.
• Preference will be given to candidates that are bilingual in Spanish and English.

Working Conditions

Duties are performed in the local office with occasional travel within the community to support other offices. The work schedule is Monday to Friday, 8 am to 5 pm PT. Employees may interact with individuals experiencing trauma or emotional distress and may need to make quick decisions to ensure safety.

Benefits

• ODHS Employee Resource Group communities that promote shared learning.
• Cost of Living Adjustments.
• Annual salary increases (until you reach the