Customer Service Guide (Public Benefits Specialist, Entry)

Initial posting: 08/24/2026 • Application deadline: 09/01/2026

About the role

The Oregon Department of Human Services is seeking a Customer Service Guide (Public Benefit Specialist, Entry) to provide exceptional office support and create a welcoming environment for clients in the Redmond office. Preference will be given to bilingual (English/Spanish) candidates.

Responsibilities

• Provide front desk assistance, answer phone calls, and guide 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.
• Occasional travel within the community to support work in other offices or complete fleet maintenance activities.

Requirements

• Two years of experience working in a reception area or call center either interviewing to obtain information or providing customer service in a high-volume environment (e.g., data entry, ensuring application completeness, completing necessary documents); OR
• 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; OR
• An equivalent combination of education, training, and experience relative to the role.

Skills

• Experience providing customer service in person or by phone in environments where individuals may be experiencing stress, confusion, or urgent needs.
• Experience handling, collecting, and safeguarding confidential and sensitive information with integrity and discretion.
• Proficiency navigating technology and software systems, including multi-line phone systems, and using multiple platforms simultaneously for research and case tracking.
• Ability to deliver customer service to a high volume of diverse customers with active listening and compassion.
• Bilingual skills in Spanish and English (preferred).

Working Conditions

• Work schedule: Monday to Friday, 8 am to 5 pm PT, with possible fluctuations based on service needs.
• Duties performed onsite in the Redmond office.
• May interact with individuals experiencing trauma or emotional distress.
• May encounter situations requiring quick decision-making to ensure safety.

Benefits

• ODHS Employee Resource Group communities that promote shared learning.
• Cost of Living Adjustments.
• Annual salary increases (until reaching the top of the listed salary range).
• Comprehensive benefits package.
• Possible eligibility for the Public Service Loan Forgiveness Program.

Pay

$3,798 - $4,954 per month.

Schedule

Full-time, permanent position represented by the Service Employees International Union (SEIU).