Customer Service Guide (Public Benefit Specialist, Entry)

State of Oregon • La Pine, OR

1d • $3,798 - $4,954 • Onsite

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. 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 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.

Requirements

• 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 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 reviewing documents and entering information into multiple systems with accuracy.
• Experience explaining complex information verbally and in writing to diverse audiences in a culturally responsive manner.
• Experience prioritizing tasks and managing workloads to meet deadlines in a fast paced, dynamic environment.
• Experience resolving issues and providing respectful, person-centered support tailored to applicants’ needs.
• Experience building trust-based relationships and adapting to changing priorities collaboratively as a team.

Nice To Haves

• Bilingual in Spanish and English.

Responsibilities

• Provide front desk assistance, 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.

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.
• Employment Preference Veterans’ and Oregon National Guard preference: Eligible Veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree