Customer Service Guide; Public Benefits Specialist, Entry Bilingual English

Customer Service Guide (Public Benefits Specialist, Entry) Bilingual English & Spanish Preferred at State of Oregon

Initial Posting Date: 12/30/2025

Final date to receive applications: 01/14/2026

Agency: Department of Human Services

Salary Range: $3,705 - $4,833

Position Type: Employee

Position Title: Customer Service Guide (Public Benefits Specialist, Entry) Bilingual English & Spanish Preferred

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. While not a requirement, preference will be given to candidates who possess this valuable skill.

Opportunity awaits! Join our team as a Customer Service Guide (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 assistance, answer phone calls, and guide 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.), 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.

• Experience collaborating with team members from diverse backgrounds to achieve common goals.
• Customer service experience demonstrating active listening, empathy, and respect for diverse clients.
• Experience typing accurately and navigating various computer systems to enhance productivity.
• Experience maintaining precise and accurate records while completing data entry tasks.
• Experience prioritizing critical tasks and managing time to meet deadlines.
• Experience handling confidential and sensitive information with professionalism, upholding high standards of integrity and honesty.

Preference will be given to candidates that are bilingual in Spanish and English.

• This is an in-person position, duties will be conducted in an office setting.
• Rare travel may be required for attending meetings, trainings, or supporting work in other district offices.
• Employee’s work schedule will be Monday - Friday from 8 am - 5 pm PT; hours may fluctuate based on service needs.
• You will communicate with Oregon residents frequently over the phone and in-person.
• You may interact with individuals experiencing trauma or emotional distress. There may be times when individuals have difficulties with managing their emotional responses.
• You may meet situations requiring quick decision-making to ensure your safety or the safety of others.