Customer Service Guide; Public Benefits Specialist, Entry

Position Type:
Employee

Salary Range: $3,798 - $4,954

Position Title:

Customer Service Guide (Public Benefits Specialist, Entry)

Job Description:

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.

Can you communicate in both English and Spanish? Bilingual skills strengthen our service to diverse communities. This skill is not required, but candidates who have it will receive preference. Opportunity awaits! Join our team as a Benefits Support Staff (Public Benefit Specialist, Entry), where you'll play a pivotal role in providing exceptional office support and creating a welcoming environment for our clients.

• Provide front desk help, answering phone calls, and guiding 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.

• A valid driver’s license and acceptable driving record are required for this position.
• 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.

• Experience listening to others to understand needs, concerns, and perspectives.
• Experience sharing information clearly both verbally and in writing.
• Experience working with others to plan, coordinate, or complete tasks.
• Experience supporting customers or stakeholders by responding to questions and resolving issues.
• Experience analyzing information to find patterns, issues, or solutions.
• Experience recognizing and responding to others’ cues and emotions in daily interactions.
• Experience adjusting work practices or priorities in response to new information or changing conditions.
• Preference will be given to candidates that are bilingual in Spanish and English.

Work duties for this role will be performed in the local office. Occasional travel is needed within the community to support work in other offices as needed. The work schedule is Monday to Friday, 8 am to 5 pm PT. You may interact with individuals experiencing trauma or emotional distress, and there may be times when individuals have difficulty managing their emotional responses.

You may meet situations requiring quick decision‑making to ensure your safety or the safety of others.