Customer Service Guide | Public Benefits Specialist - Entry | Bilingual Required Englsih/Spanish

oregon; Hermiston (OR); On-site; USD 42,000 - 55,000; Full time

Benefits offered by this job

ERGs

COLA

Annual raises

Benefits package

PSLF eligible

Job summary

The Oregon Department of Human Services in Hermiston, OR is seeking a Customer Service Guide (Public Benefits Specialist – Entry), bilingual in English and Spanish, to help Oregonians access public benefit programs in person or by phone and email. You will be the first point of contact, support daily office operations, and assist with the Oregon Eligibility Partnership processes.

A trauma-informed approach and strong customer service skills are essential for success.

Qualifications

• Bilingual in English and Spanish; test required.
• Two years of front desk/call center experience with high-volume work.
• Or an associate degree in Behavioral/Social Sciences with six months frontline experience.
• Or an equivalent combination of education, training, and experience.

Responsibilities

• Be the first face of contact in field offices and provide a welcoming environment.
• Support office infrastructure and day-to-day operations.
• Assist Oregonians in person, by phone or email with the Oregon Eligibility system for multiple programs.
• Provide trauma-informed service and referrals as needed.
• May perform financial duties such as tracking, issuing, and accounting for actions.
• Support business functions within the office.

Skills

Customer service

Typing

MS Word

MS Excel

Email systems

Online research

Adapt communication

Conflict resolution

Information/referrals

Education

Associate degree in Behavioral Science

Tools

Microsoft Word

Microsoft Excel

Online research tools

Job description

Initial Posting Date: 09/29/2026

Application Deadline: 10/08/2026

Agency: Department of Human Services

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

Position Type: Employee

Position Title: Customer Service Guide | Public Benefits Specialist - Entry | Bilingual Required Englsih/Spanish

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.

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/

Summary of Duties

• 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.

Learn more about our programs, as your work providing services will be through the Oregon Eligibility Partnership (OEP).

Minimum Qualifications

• To qualify for this position, you must be bilingual in Spanish and English. AND

• Two years of experienceworking in a reception area or call centereither 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 centereither interviewing to obtain information or providing customer service; OR
• An equivalent combination of education, training, and experience relative to the class concept.

Essential Attributes

We are looking for candidates with:

• 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.

Attention all candidates!

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.

• Please make sure your application materials, resume and job history are clearly outlined as this information will be used to determine your starting salary range.
• 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.
• The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an educational institution during the application process.

Working Conditions

• Work schedule is a tradition work week, Monday-Friday in the Hermiston, Oregon, office.
• 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.
• This position is in the Self Sufficiency store front office.

Background Checks and Requirements

• If selected as a finalist, we will conduct a criminal history and background check. Adverse criminal history or background checks 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.
• May require a valid driver’s license or other acceptable method of transportation.

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).
• The salary range listed is the non-PERS monthly salary range. If you are already a participating PERS member or once you become PERS eligible, the salary range will increase by 6.95%.
• This recruitment may be used to fill future vacancies in the same classification.

Contact Information

We invite you to contact the recruiter for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.

• The recruiter for this position is Yvette Medford. If you contact the recruiter, please include the job requisition number.
• Email: [e-mail]
• Phone (call or text): 541-709-0306

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