Customer Service Guide; Public Benefits Specialist, Entry - Bilingual English

Customer Service Guide (Public Benefits Specialist, Entry) - Bilingual English/Spanish Preferred

The Oregon Department of Human Services is an Equal Opportunity Employer.

• Provide front desk assistance in a fast‑paced, high-volume office, maintaining flexibility.
• Answer phone calls and direct clients to appropriate services.
• Distribute mail, handle case transfers, and manage emails.
• Schedule appointments and issue financial negotiables such as 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.

• Two years of experience in a reception area or call center, involving a high volume of work such as data entry, ensuring application completeness, and completing necessary documents.
• Associate degree in Behavioral Science, Social Science, or a closely related field AND six months of experience in a busy reception area or call center; OR an equivalent combination of education, training, and experience.

• Experience providing customer service in person or by phone where clients may be experiencing stress, confusion, or urgent needs.
• Experience handling, collecting, and safeguarding confidential and sensitive information with a high degree of integrity and discretion.
• Experience navigating technology and software systems, including multi‑line phone systems, and using multiple platforms simultaneously for research and case tracking.
• Experience delivering customer service to a high volume of diverse customers with active listening and compassion.
• Preference for candidates bilingual in Spanish and English.

• ODHS Employee Resource Group communities.
• Cost of Living Adjustments.
• Annual salary increases (until the top of the salary range).
• Comprehensive benefits package.
• Possible eligibility for the Public Service Loan Forgiveness Program.

• Veterans and Oregon National Guard service members who meet the qualifications will receive candidate preference.

• Permanent, full‑time position represented by Service Employees International Union (SEIU).
• This recruitment may be used to fill future vacancies in the same classification.