Customer Service Guide (Public Benefits Specialist, Entry)

Initial posting: 08/24/2026 • Application deadline: 09/01/2026 • Agency: Department of Human Services

About the role

The Oregon Department of Human Services seeks a Customer Service Guide (Public Benefits 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 appropriate services.
• Distribute mail, handle case transfers, and manage emails.
• Schedule appointments and issue financial negotiables such as EBT cards and checks.
• Review applications, paperwork, and documentation for completeness and accuracy.
• Document all interactions and records in the ONE and TRACS systems.
• Create a welcoming environment through various forms of communication.
• Maintain an organized and clean work area, ensuring efficient lobby flow.
• Use computer systems and databases to manage agency and client information.
• Occasional travel within the community to support other offices or fleet maintenance.

Requirements

• Two years of experience in a reception area or call center interviewing or providing customer service in a high-volume setting (e.g., data entry, verifying application completeness, completing documents); or
• An associate degree in Behavioral Science, Social Science, or a closely related field plus six months of experience in a busy reception area or call center; or
• An equivalent combination of education, training, and experience.

Skills

• Customer service experience in environments where individuals may be stressed, confused, or in urgent need.
• Ability to handle, collect, and safeguard confidential and sensitive information with integrity.
• Proficiency with technology and software systems, including multi-line phones and case-tracking platforms.
• Active listening and compassion when serving a high volume of diverse customers.
• Quick decision-making to ensure safety in challenging situations.

Working Conditions

• Schedule: Monday–Friday, 8:00 AM–5:00 PM PT, with possible fluctuations based on service needs.
• Onsite at the local office; occasional community travel required.
• May interact with individuals experiencing trauma or emotional distress.

Background Checks

Finalists will undergo a criminal history and background check. Adverse results may disqualify candidates. The department does not offer visa sponsorship. New hires must complete the US Department of Homeland Security’s I-9 form within three days of hire; E-Verify will confirm work authorization.

Benefits

• ODHS Employee Resource Group communities for shared learning.
• Cost-of-living adjustments and annual salary increases (until reaching the top of the salary range).
• Comprehensive benefits package.
• Possible eligibility for the Public Service Loan Forgiveness Program.
• Employment preference for eligible veterans and Oregon National Guard servicemembers.

Pay

$3,798 – $4,954 per month.