Customer Service Guide | Public Benefits Specialist - Entry | Bilingual Preferred English/Spanish

Bilingual (English & Spanish) preferred. If you are bilingual and pass the language test, you will receive a 5% bilingual differential pay. You do not need to be bilingual to apply.

About the role

Step into a role where your efforts directly empower Oregonians to rise above poverty—become a key player in the Oregon Eligibility Partnership and facilitate access to vital services that foster equity and well-being. As a Customer Service Guide (Public Benefits Specialist – Entry), you will work in our Hermiston office assisting Oregonians in-person. Hermiston is in rural Northeastern Oregon. Learn more about Hermiston.

Responsibilities

• Be the first face of contact in most field offices for Oregonians and provide a welcoming environment for families to interact with the department.
• Support the infrastructure of the office by supporting the day-to-day operation.
• Assist Oregonians in person, by phone or email to resolve any questions or concerns by providing support with the online Oregon Eligibility system, for ODHS, Oregon Health Authority (OHA), and Department of Early Learning and Care (DELC) programs.
• Assist Oregonians through a trauma-informed lens.
• May provide financial duties that include tracking, issuing, and accounting for all financial actions and requirements needed.
• Provide support for the business functions within the office.

Learn more about our programs, as your work providing services will be through the Oregon Eligibility Partnership (OEP).

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.); 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 class concept.

Skills

• Demonstrated experience providing high-quality customer service in a front desk or reception setting.
• Proficient in typing and effectively navigating digital platforms, including Microsoft Word, Excel, email systems, and online research tools.
• Skilled in managing, collecting, and safeguarding confidential and sensitive information with discretion.
• Demonstrated ability to adapt communication styles to clearly convey complex rules, regulations, and procedures to diverse audiences.
• Experience resolving conflicts and addressing customer concerns professionally.
• Experience delivering information and referrals both in person and over the phone.

Bilingual proficiency will be considered as a tiebreaker among equally qualified finalists.

Working Conditions

• Work schedule is a traditional work week, Monday-Friday.
• Experience working directly with the public, including individuals who may be experiencing homelessness and may arrive in unclean or unsanitary conditions, as well as supporting and calmly de-escalating customers experiencing emotional or financial stress.
• Experience high volume of computer work, using various computer programs in a fast-paced team environment.
• Priorities and procedures may change daily and require the ability to be flexible in application of procedures.

This position is in the Self Sufficiency storefront office.

Background Checks

If selected as a finalist, we will conduct a criminal history and background check. Adverse criminal history or background checks may lead to disqualification. Additional background check information.

• The Oregon Department of Human Services does not offer visa sponsorship.
• Within three days of hire, you will be required to complete the US Department of Homeland Security’s I-9 form confirming authorization to work in the United States. ODHS will use E-Verify to confirm that you are authorized to work in the United States.
• May require a valid driver’s license or other acceptable method of transportation.

Benefits

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

Pay

Salary range: $3,798 - $4,954 per month (non-PERS). If you are already a participating PERS member or once you become PERS eligible, the salary range will increase by 6.95%.

Veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference. For more information, visit Veterans Resources.

This is a permanent, full-time position and is represented by the Service Employees International Union (SEIU). This recruitment may be used to fill future vacancies in the same classification.