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)
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.
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, 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
We are looking for candidates with:
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.
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 to be 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’ and Oregon National Guard preference:
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-205482.
