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

Customer Service Guide (Public Benefits Specialist, Entry)

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by our Equity North Star and our vision for a positive RiSE organizational culture that advances equity and diversity. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to help us achieve our vision of a diverse and inclusive community.

Are you fluent in English and Spanish? Our diverse communities' benefit from bilingual support.

Bilingual Preferred:
You do not need to be bilingual to apply for or be considered for this position. However, preference will be given to candidates who are bilingual in Spanish/English. We serve diverse communities and recognize the importance of serving people in their preferred language. If you are bilingual, you will receive 5% bilingual differential pay upon passing test(s) evaluating your proficiency.

Opportunity awaits!

Do you have a passion for helping others? This position offers you the opportunity to provide specialized support and make a lasting impact on the community!

As a Customer Service Guide, you will work in the Cottage Grove office assisting individuals and families of your community in-person.

Summary of Duties

• 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.
• Assist 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.
• Assist with 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.

Minimum Qualifications

• 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 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;
• OR An equivalent combination of education, training, and experience relative to the class concept.

Essential Attributes

• 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.
• Person-Centered
  
  Skills:
  
  Experience using trauma informed care and strength-based practices to create welcome. Experience interpreting non-verbal cues, simplifying information into understandable components, utilizing relatable examples to illustrate intricate details, and confirming comprehension through active listening techniques.
• Collaborative Team Member:
  Experience elevating all team member voices with inclusion. Experience building relationships with team…