Initial Posting Date:
07/30/2026
Application Deadline:
08/10/2026
Agency:
Department of Human Services
Salary Range:
$3,798 - $4,954
Position Type:
Employee
Position Title:
Customer Service Guide (Public Benefits Specialist, Entry) – Spanish/English Bilingual Preferred Not Required
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.
Bilingual Preferred: You do not need to be bilingual to apply for or be considered for this position. However, preference will be given to candidates who are bilingual in Spanish/English. We serve diverse communities and recognize the importance of serving people in their preferred language. If you are bilingual, you will receive 5% bilingual differential pay upon passing test(s) evaluating your proficiency.
Opportunity awaits!
Do you have a passion for helping others? This position offers you the opportunity to provide specialized support and make a lasting impact on the community!
As a Customer Service Guide, you will work in the Cottage Grove office assisting individuals and families of your community in-person.
Summary of Duties
As a Customer Service Guide, you will be the first point of contact for customers entering the physical office or connecting virtually through the online applicant portal or by telephone. This position supports the day-to-day operations of the office.
Responsibilities include, but are not limited to:
Contribute to a welcoming environment as families interact with the department.
Greet and assist customers and colleagues through a trauma-informed lens.
Work within a team that collaboratively rotates tasks to support the business needs of the office.
Assist customers who are applying for programs such as medical, cash for families (TANF), Domestic Violence services, food benefits (SNAP), childcare assistance (ERDC), and long-term care services.
Obtain initial information from customers in-person, by phone and via our online applicant portal to provide status updates about their case, answer other inquiries and provide information on how to access community resources.
Assist with financial duties, including tracking, issuing and accounting for financial actions and requirements needed.
Complete a high volume of work in a fast-paced environment using various computer programs to track customer details, generate system notices, coordinate internal communication, and document or reference procedures, policies and processes.
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
OR
Essential Attributes
We are looking for candidates with:
Computer Skills: Experience independently using computers, web browsers, databases, and programs such as Teams, Outlook, Word, Excel, Adobe. Experienced using office equipment such as phone systems, copiers, scanners, fax, etc. Experience navigating multiple systems in tandem for research and tracking.
Communication: Experience conveying technical concepts, including complex rules, regulations, and procedures, to customers with diverse learning styles and varying levels of familiarity with the subject.
Person-Centered Skills: Experience using trauma informed care and strength-based practices to create welcome. Experience interpreting non-verbal cues, simplifying information into understandable components, utilizing relatable examples to illustrate intricate details, and confirming comprehension through active listening techniques.
While not required, preference will be given to candidates who are bilingual in English and Spanish.
Attention all candidates!
Clearly describe how you meet the minimum qualifications and essential attributes in your application materials. A cover letter is a great way to describe your experience with each of the essential attributes.
Your application materials will determine if you are selected to move forward in the selection process. Please include detailed work and education history.
Please upload a resume or complete the work history profile. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.
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.
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.
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.
Working Conditions
Your work schedule will be 8:00 a.m. – 5:00 p.m., Monday – Friday on-site and in-person at the Cottage Grove, Oregon ODHS branch office. Hours may fluctuate based on business needs.
You will have frequent contact with the public, including with Oregonians experiencing emotional and financial stress.
You will serve a diverse range of customers with compassion and professionalism through a trauma informed lens.
You may be required to sit at a computer or telephone for prolonged periods of the workday.
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
We invite you to contact the recruiter for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.
