Customer Service Guide (Public Benefits Specialist, Entry)

Initial Posting Date: 08/24/2026 Application Deadline: 09/01/2026 Agency: Department of Human Services Salary Range: $3,798 - $4,954 Position Type: Employee Position Title: Customer Service Guide (Public Benefits 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. This role will be working onsite in the Redmond office. Opportunity awaits! Join our team as a Customer Service Guide (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 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.) 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 An equivalent combination of education, training, and experience relative to the class concept. Essential Attributes Experience with providing customer service in person or by phone in environments where individuals may be experiencing stress, confusion, or urgent needs. Experience with handling, collecting, and safeguarding confidential and sensitive information with a high degree of integrity and discretion. Experience navigating technology and software systems, including multi-line phone systems, and using multiple platforms simultaneously for research and case tracking. Experience delivering customer service to a high volume of diverse customers with active listening and compassion. Preference will be given to candidates that are bilingual in Spanish and English. Working Conditions The work schedule is Monday to Friday, 8 am to 5 pm PT, with possible fluctuations based on service needs. Duties for this role will be performed in the local office. Occasional travel within the community is required to support work in other offices as needed, and complete activities related to fleet maintenance. 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 encounter situations requiring quick decision‑making to ensure your safety or the safety of others. Your application materials will determine if you are selected to move forward in the selection process. Please include detailed work and education history. Your application materials are used to determine your starting salary range. Please ensure that all education and experience you would like to be considered are included in your application materials. 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. If you are selected as the final candidate and a degree is listed as a minimum qualification for the position, please be prepared to provide verification of your completed education before moving forward in the hiring process. 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. 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. 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.” #J-18808-Ljbffr State of Oregon