Customer Service Guide | Public Benefits Specialist - Entry | Bilingual Required Englsih/Spanish
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 Required | English & Spanish To qualify for this position, you must be bilingual in English & Spanish. The job offer will be contingent upon passing a test evaluating your proficiency in the bilingual requirements for this position. Upon passing the test, you will receive 5% bilingual differential pay. Opportunity awaits! Step into a role where your efforts directly empower Oregonians to rise above poverty, become a key player in the Oregon Eligibility Partnership and facilitate access to vital services that foster equity and well-being. As a Customer Service Guide (Public Benefits Specialist – Entry), you will work in our Hermiston office assisting Oregonians in-person. Hermiston is in rural Northeastern Oregon. Learn more about Hermiston: https://www.hermiston.gov/
Requirements
- 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 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.
- Demonstrated experience providing high‑quality customer service in a front desk or reception setting.
- Proficient in typing and effectively navigating digital platforms, including Microsoft Word, Excel, email systems, and online research tools.
- Skilled in managing, collecting, and safeguarding confidential and sensitive information with discretion.
- Demonstrated ability to adapt communication styles to clearly convey complex rules, regulations, and procedures to diverse audiences.
- Experience resolving conflicts and addressing customer concerns professionally.
- Experience delivering information and referrals both in person and over the phone.
- Must complete the US Department of Homeland Security’s I-9 form confirming authorization to work in the United States within three days of hire.
- May require a valid driver’s license or other acceptable method of transportation.
Nice To Haves
- Experience working directly with the public, including individuals who may be experiencing homelessness and may arrive in unclean or unsanitary conditions, as well as supporting and calmly de‑escalating customers experiencing emotional or financial stress.
- Experience high volume of computer work, using various computer programs in a fast-paced team environment.
- Priorities and procedures may change daily and require the ability to be flexible in application of procedures.
Responsibilities
- Be the first face of contact in most field offices for Oregonians and provide a welcoming environment for families to interact with the department.
- Support the infrastructure of the office by supporting the day-to-day operation.
- Assist Oregonians in person, by phone or email to resolve any questions or concerns by providing support with the online Oregon Eligibility system, for ODHS, Oregon Health Authority (OHA), and Department of Early Learning and Care (DELC) programs.
- Assist Oregonians through a trauma informed lens.
- May provide financial duties that include tracking, issuing, and accounting for all financial actions and requirements needed.
- Provide support for the business functions within the office.
Benefits
- 5% bilingual differential pay
- 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
