Customer Service Guide (Public Benefits Specialist, Entry)

State of Oregon; Salem (OR); Sur place; USD 509 000 - 663 000; Plein temps

Avantages offerts par ce poste

ODHS Employee Resource Group

Cost of Living Adjustments

Annual salary increases

Amazing benefits package

Public Service Loan Forgiveness

Résumé du poste

The Oregon Department of Human Services is hiring a Benefits Support Staff (Public Benefit Specialist, Entry) to provide front desk support, greet clients, route to services, and manage documentation in a busy public office.

Responsibilities include reviewing applications, processing emails, and using agency systems to ensure accurate records. Preference given to bilingual Spanish/English speakers; Monday–Friday, 8am–5pm PT schedule; benefits package and union representation.

Qualifications

• Two years of experience in a reception area or call center with high-volume data entry or customer service.
• An associate degree in a Behavioral Science, Social Science or closely related field with six months of related experience.
• Equivalent combination of education, training and experience.

Responsabilités

• 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 Electronic Benefits Transfer (EBT) cards and checks.
• Review all applications, paperwork, and documentation for completeness and accuracy.
• Document interactions and records through the ONE and TRACS systems.
• Create a welcoming environment for the public through various communications.
• Maintain an organized and clean work area and ensure efficient lobby flow.
• Use various computer systems and databases to manage agency information.

Connaissances

Customer service

Communication

Multitasking

Listening

Teamwork

Formation

Associate degree in Behavioral Science or Social Science

Description du poste

Position Title

Customer Service Guide (Public Benefits Specialist, Entry)

Initial Posting Date

10/12/2026

Application Deadline

10/20/2026

Agency

Department of Human Services

Salary Range

$3,798 - $4,954

Position Type

Employee

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

• 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.

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

• 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.

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.

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.

Contact Information

Job requisition number: REQ-208044.