Customer Service Guide (Public Benefits Specialist, Entry)

State of Oregon; Medford (MA); Vor Ort; USD 42.000 - 55.000; Vollzeit

Benefits dieser Stelle

ODHS Employee Resource Groups

Cost of Living Adjustments

Annual salary increases

Comprehensive benefits package

Public Service Loan Forgiveness (PSLF)

Zusammenfassung

The Oregon Department of Human Services is seeking a Customer Service Guide (Public Benefits Specialist, Entry) to provide front desk assistance, answer calls, and guide clients to the appropriate services. The role emphasizes creating a welcoming environment for the public in a fast-paced office setting.

Preference will be given to bilingual English/Spanish speakers. You will handle document review, scheduling, and processing of benefits items (like EBT cards), utilizing ONE and TRACS systems

Qualifikationen

• A valid driver’s license required.
• Two years of experience in a reception area or call center with high volume.
• Associate degree in Behavioral Science, Social Science or related field plus six months in busy reception or call center.
• Equivalent education, training, and experience may qualify.

Aufgaben

• Provide front desk help, 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 EBT cards and checks.
• Review applications and documents for completeness and accuracy.
• Document interactions in ONE and TRACS systems.
• Create a welcoming environment for the public.
• Maintain an organized work area and efficient lobby flow.
• Use various computer systems and databases to manage information.

Jobbeschreibung

Position Details

Position Type: Employee

Salary Range: $3,798 - $4,954

Position Title: Customer Service Guide (Public Benefits Specialist, Entry)

Job Description: 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.

Can you communicate in both English and Spanish? Bilingual skills strengthen our service to diverse communities. This skill is not required, but candidates who have it will receive preference. Opportunity awaits! Join our team as a Benefits Support Staff (Public Benefit 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

• Provide front desk help, answering phone calls, and guiding 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.

Minimum Qualifications

• 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.).
• 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.
• An equivalent combination of education, training, and experience relative to the class concept.

Essential Attributes

• Experience listening to others to understand needs, concerns, and perspectives.
• Experience sharing information clearly both verbally and in writing.
• Experience working with others to plan, coordinate, or complete tasks.
• Experience supporting customers or stakeholders by responding to questions and resolving issues.
• Experience analyzing information to find patterns, issues, or solutions.
• Experience recognizing and responding to others’ cues and emotions in daily interactions.
• Experience adjusting work practices or priorities in response to new information or changing conditions.
• Preference will be given to candidates that are bilingual in Spanish and English.

Working Conditions

Work duties for this role will be performed in the local office. Occasional travel is needed within the community to support work in other offices as needed. The work schedule is Monday to Friday, 8 am to 5 pm PT. You may interact with individuals experiencing trauma or emotional distress, and there may be times when individuals have difficulty managing their emotional responses. You may meet situations requiring quick decision‑making to ensure your safety or the safety of others.

Artificial Intelligence (AI) Usage

The use of outside resources such as Artificial Intelligence software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.

Background Checks and Requirements

If selected as a finalist, we will conduct a criminal history and background check. Adverse criminal history or background check may lead to disqualification. Additional background check information. The Oregon Department of Human Services does not offer visa sponsorship. Within three days of hire, you will be required to complete the US Department of Homeland Security’s I-9 form confirming authorization to work in the United States. ODHS will use E-Verify to confirm that you are authorized to work in the United States.

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.

Employment Preference

Veterans’ and Oregon National Guard preference: Eligible Veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference. For more information, please visit Veterans Resources.

General Information

This is a permanent, full-time position and is represented by the Service Employees International Union (SEIU). This recruitment may be used to fill future vacancies in the same classification.

Oregon state government is a large organization by nearly any standard. With over 40,000 employees working all over the state, in small communities and large, we are proving that government can be innovative. We work as a team, challenging ourselves to be better, faster and more efficient with taxpayer dollars. After all, when every day we are responsible for caring for the needs of a diverse population and thriving business community, we simply must have the best and brightest workforce. If you take responsibility for your actions, are passionate about helping others succeed, and have a reputation for excellence and honesty, why not make Oregon state government your next career move? Joining our team means you open the door to many possibilities. From entry level to executive, outdoor work to policy setting, we have a role for nearly every calling, expertise and background. If you’re looking at us from across the country (or beyond!), know that Oregon is one of the most beautiful places on earth. Made up of seven diverse regions, Oregon has the ocean, mountains, valleys, high desert, cities, small towns, and almost everything in between. Oregon “flies with her own wings.”