Customer Service Guide (Public Benefit Specialist, Entry)

Customer Service Guide (Public Benefit Specialist, Entry) 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. Are you fluent in English and Spanish? Our diverse communities benefit from bilingual support. While not a requirement, preference will be given to candidates who possess this valuable skill. 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 As a Customer Service Guide, you will: Provide front desk assistance, 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 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 reviewing documents and entering information into multiple systems with accuracy. Experience explaining complex information verbally and in writing to diverse audiences in a culturally responsive manner. Experience prioritizing tasks and managing workloads to meet deadlines in a fast paced, dynamic environment. Experience resolving issues and providing respectful, person-centered support tailored to applicants' needs. Experience building trust-based relationships and adapting to changing priorities collaboratively as a team. 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. The work schedule is Monday to Friday, 8 am to 5 pm PT, with possible fluctuations based on service needs. There may be occasional requirements for compensated overtime, including evenings and weekends. You may interact with individuals experiencing trauma or emotional distress. There may be times when individuals have difficulties with managing their emotional responses. You may meet situations requiring quick decision-making to ensure your safety or the safety of others.