Customer Service Guide (Public Benefits Specialist - Entry)

State of Oregon•Springfield, OR

40d•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. Opportunity awaits! Step into a role where your efforts directly empower Oregonians to rise above poverty-become a key player and facilitate access to vital services that foster equity and well-being. As a Customer Service Guide, you will work in-person in our Springfield Branch assisting Oregonians. This position is not eligible for remote work.

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 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.
Customer Service: Demonstrated professional demeanor that delivers quality customer service daily by telephone, in writing or in person.
Computer Skills: Experience in usage and functionality of computers, web browsers, databases, and programs such as Microsoft along with other general office equipment such as phone systems, copiers, scanners, fax, etc. Experience using multiple systems in tandem for research and tracking.
Communication: Experience conveying technical concepts, including complex rules, regulations, and procedures, to customers with diverse learning styles and varying levels of familiarity with the subject. Experience interpreting non-verbal cues, simplifying information into understandable components, utilizing relatable examples to illustrate intricate details, and confirming comprehension through active listening techniques.
Collaborative Team Member: Experience elevating all team member voices with inclusion. Experience building relationships with team members.
Accuracy and Attention to Detail: Experience reviewing and verifying information for the purpose of completing accurate data entry. Experience developing a comprehensive understanding of assignment to determine appropriate outcomes and follow up actions needed.
Diversity, Equity, and Inclusion: Demonstrated experience committing to continued learning and contributing to an inclusive and anti-racist workplace. Demonstrated experience assisting individuals with diverse experiences and cultural backgrounds.

Responsibilities

Be 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.
Contribute to the welcoming environment as families interact with the department.
Greet and assist Oregonians through a trauma-informed lens.
Work with Oregonians who are applying for programs such as medical, cash for families (TANF), Domestic Violence services, food benefits (SNAP), childcare assistance (ERDC), and long-term care services in-person, by phone and via our online applicant portal to answer case status and other inquiries; provide information on how to access community resources.
Work within a team that collaboratively rotates tasks to support the business needs of the office.