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

State of Oregon

9d•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 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. As a Customer Service Guide, you will: 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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.