Operations Support (Public Benefits Specialist, Entry) Bilingual English & Spanish Required

State of Oregon•Medford, OR

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. Bilingual requirement English and Spanish This position requires duties to be completed in both English and Spanish . The job offer will be contingent upon passing test(s) evaluating your proficiency in the bilingual requirements of the position. This position may receive a 5% differential pay based on passing the required language test. Opportunity awaits! Join our team as a Customer Service Guide (Public Benefits Specialist, Entry) , where you'll play a pivotal role in providing exceptional office support and creating a welcoming environment for our clients. Summary of Duties 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

To qualify for this position, you must be bilingual in Spanish and English.
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.
Clearly describe how you meet the minimum qualifications and essential attributes in your application materials.
Your application materials will determine if you are selected to move forward in the selection process.
Please include detailed work and education history.
Your application materials are used to determine your starting salary range.
Please ensure that all education and experience you would like considered are included in your application materials.

Nice To Haves

Experience communicating decisions, rules, guidelines and polices in a fast-paced environment with customers either entering the physical office, virtually through the online application portal or by telephone.
Experience navigating technology and various software programs including multi line phone systems.
Experience using multiple systems in tandem for researching and tracking details for each customer or case.
Experience building relationships based on trust, approachability and flexibility within a team environment where inclusivity and respect of others’ ideas and contributions are welcomed.
Experience delivering exceptional customer service in a professional environment to a high volume of diverse customers in a manner that demonstrates active listening and compassion.
Experience completing tasks, duties, projects and obligations with deadlines, that produce quality results.

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.