Customer Service Guide (Public Benefits Specialist, Entry) – Spanish/English Bilingual Preferred Not Required

About the role

The Oregon Department of Human Services is seeking a Customer Service Guide (Public Benefits Specialist, Entry) – Spanish/English Bilingual. This position offers specialized support and a chance to make a lasting impact on the community.

Responsibilities

• Contribute to a welcoming environment as families interact with the department.
• Greet and assist customers and colleagues through a trauma-informed lens.
• Work within a team that collaboratively rotates tasks to support the business needs of the office.
• Aid customers who are applying for programs such as medical, cash for families (TANF), Domestic Violence services, food benefits (SNAP), childcare assistance (ERDC), and long-term care services.
• Obtain initial information from customers in-person, by phone and via our online applicant portal to provide status updates about their case, answer other inquiries and provide information on how to access community resources.
• Avoid financial duties, including tracking, issuing and accounting for financial actions and requirements needed.
• Complete a high volume of work in a fast-paced environment using various computer programs to track customer details, generate system notices, coordinate internal communication, and document or reference procedures, policies and processes.

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 a 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

• Customer Service: Experience in delivering quality customer service daily by telephone, in writing or in person.
• Computer Skills: Experience independently using computers, web browsers, databases, and programs such as Teams, Outlook, Word, Excel, Adobe. Experienced using office equipment such as phone systems, copiers, scanners, fax, etc. Experience navigating multiple systems in tandem for research and tracking.
• Communication: Experience conveying technical concepts, including complex rules, regulations, and procedures, to customers with diverse learning styles and varying levels of familiarity with the subject.
• Diversity, Equity, Inclusion and Belonging: Experience assisting individuals with diverse experiences and cultural backgrounds. Experience providing equitable service to overcome barriers.

Skills

• Customer Service: Experience in delivering quality customer service daily by telephone, in writing or in person.
• Computer Skills: Experience independently using computers, web browsers, databases, and programs such as Teams, Outlook, Word, Excel, Adobe. Experienced using office equipment such as phone systems, copiers, scanners, fax, etc. Experience navigating multiple systems in tandem for research and tracking.
• Communication: Experience conveying technical concepts, including complex rules, regulations, and procedures, to customers with diverse learning styles and varying levels of familiarity with the subject.
• Diversity, Equity, Inclusion and Belonging: Experience assisting individuals with diverse experiences and cultural backgrounds. Experience providing equitable service to overcome barriers.

Benefits

• Cost of Living Adjustments.
• Annual salary increases (until you reach the top of the listed salary range).
• Awesome benefits package.
• Possible eligibility for the Public Service Loan Forgiveness Program.