Customer Service Guide (Public Benefits Specialist, Entry)

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Job Description:

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.

As a Customer Service Guide, you will:

• 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.

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.); 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.

• 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.

We are looking for candidates with:

• 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.

• 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.

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

Please contact the recruiter for accommodation requests under the Americans with Disabilities Act (ADA), and application or Job-specific questions.

Please include the job requisition number: REQ-208044.

• Recruiter: Amanda Alvarado.
• Email: AMANDA.K.ALVARADO@odhs.oregon.gov
• Phone (call or text): 541-709-8695.