Customer Service Guide (Public Benefits Specialist, Entry) - Bilingual English/Spanish Preferred

Initial Posting Date

06/04/2026

Application Deadline

06/11/2026

Agency

Department of Human Services

Salary Range

$3,798 - $4,954

Position Type

Employee

Position Title

Customer Service Guide (Public Benefits Specialist, Entry) - Bilingual English/Spanish Preferred

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. This position may receive a 5% differential pay based on passing the required language test.

Opportunity awaits! Are you ready to play a pivotal role in an office that thrives on compassion and efficiency? Join us in a position where your financial skills will not only keep the wheels turning but also support the families we serve every day!

Summary Of Duties

As a Customer Service Guide, you will:

• Provide front desk assistance for a fast-paced, high-volume office, maintaining a high degree of flexibility.
• 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

• 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 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.

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.

• Please upload a resume or complete the work history profile. Note: Your resume 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

• Work schedule is 8:00 AM – 5:00 PM, Monday – Friday On-site in Redmond, OR.
• Overtime or additional hours beyond your normal schedule is rare, however could be based on business needs.
• Experience constant contact with the public, including contact with customers experience emotional or financial stress.
• Experience high volume of computer work, using various computer programs in a fast-paced team environment.
• Priorities and procedures may change daily and requires the ability to be flexible in application of procedures.
  
  

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

• 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

We invite you to contact the recruiter for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.

• The recruiter for this position is Heather Whelan. If you contact the recruiter, please include the job requisition number: REQ-201295
• Email: Heather.S.Whelan@odhs.oregon.gov
• Phone (call or text): 503-979-8682