Initial Posting Date:
12/30/2025Application Deadline:
01/14/2026Agency:
Department of Human ServicesSalary Range:
$3,705 - $4,833Position Type:
EmployeePosition Title:
Customer Service Guide (Public Benefits Specialist, Entry) Bilingual English & Spanish PreferredJob 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.
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 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
As a Customer Service Guide, you will:
Provide front desk assistance, answer phone calls, and guide 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
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.
Essential Attributes
We are looking for candidates with:
Experience collaborating with team members from diverse backgrounds to achieve common goals.
Customer service experience demonstrating active listening, empathy, and respect for diverse clients.
Experience typing accurately and navigating various computer systems to enhance productivity.
Experience maintaining precise and accurate records while completing data entry tasks.
Experience prioritizing critical tasks and managing time to meet deadlines.
Experience handling confidential and sensitive information with professionalism, upholding high standards of integrity and honesty.
Preference will be given to candidates that are bilingual in Spanish and English.
Working Conditions
This is an in-person position, duties will be conducted in an office setting.
Rare travel may be required for attending meetings, trainings, or supporting work in other district offices.
Employee’s work schedule will be Monday - Friday from 8 am - 5 pm PT; hours may fluctuate based on service needs.
You will communicate with Oregon residents frequently over the phone and in-person.
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.
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.
Your application materials are used to determine your starting salary range. Please ensure that all education and experience you would like considered are included in your application materials. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application. You can attach multiple files in this area at once.
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.
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.
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.
Employment Preference
Veterans’ 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.
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-192650.
Recruiter: Amanda Alvarado.
Email: AMANDA.K.ALVARADO@odhs.oregon.gov
Phone (call or text): 541-709-8695.