Customer Service Guide (Human Services Specialist 1), Bilingual Spanish/English Preferred but Not Required

About the position

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. Spanish/English bilingual preferred: You do not need to be bilingual to apply or be considered for this position. However, preference will be given to candidates that are bilingual in Spanish and 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 of the employee's base pay upon passing test(s) evaluating your proficiency. Opportunity awaits! Would you like the opportunity to make a positive impact on Oregonians in need of support and resources? Would you enjoy working with a diverse team that collaborates and learns together in service of children, families, and communities? If so, step into a role where your efforts directly empower Oregonians to rise above poverty-become a key player in the Oregon Eligibility Partnership and facilitate access to vital services that foster equity and well-being.

Responsibilities

• Helping individuals and families seeking services by providing specialized assistance on behalf of program staff.
• Providing a safety net, family stability and a connection to careers that guide Oregonians out of poverty.
• The first face of contact in most offices for customers either entering the physical office or virtually through the online application portal or telephone communication.
• Primarily greet and assist Oregonians through a trauma-informed lens.
• Working within a team that collaboratively rotates tasks to support the business needs of the office.
• Actively seeking to provide culturally appropriate services where individuals are treated respectfully, compassionately, and effectively.

Requirements

• Two years of experience either interviewing to obtain personal or technical information or substantial people contact.
• Experience providing customer service to a high volume of diverse customers.
• Experience communicating with resolving conflicts/disputes with customers.
• Experience with computer skills, adept in usage and functionality of computers, web browsers, Microsoft programs.
• Experience using multiple systems in tandem for research and tracking details for each customer or case.
• Experience adapting communication style to explain complex information.
• Experience meeting or exceeding specific goals and objectives.
• Experience handling confidential or sensitive situations and information.

Nice-to-haves

• Bilingual in Spanish and English.
• Demonstrated willingness to uphold the ODHS Core Values, Equity North-Star, embracing anti-racism work.

Benefits

• ODHS Employee Resource Group communities that promote shared learning.
• Cost of Living Adjustments.
• Annual salary increases (until you reach the top of the listed salary range).
• Amazing benefits package.
• Possible eligibility for the Public Service Loan Forgiveness Program.