Customer Service Guide (Public Benefits Specialist, Entry) - Bilingual English/Spanish Preferred
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. This position may receive a 5% differential pay based on passing the required language test. Opportunity awaits! Are you ready to play a pivotal role in an office that thrives on compassion and efficiency? Join us in a position where your financial skills will not only keep the wheels turning but also support the families we serve every day!
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.
- Experience with providing customer service in person or by phone in environments where individuals may be experiencing stress, confusion, or urgent needs.
- Experience with 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.
Nice To Haves
- Bilingual in Spanish and English
Responsibilities
- Provide front desk assistance for a fast-paced, high-volume office, maintaining a high degree of flexibility.
- 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.
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 .
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
