Customer Service Guide (human Services Specialist 1), Bilingual English & Spanish Preferred

Customer Service Guide (Human Services Specialist 1), Bilingual English & Spanish Preferred

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 (Human Service Specialist 1), 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, 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 either:

• Interviewing to obtain personal or technical information; or
• Substantial people contact.

This experience must have involved a high volume of paper work (e.g., assuring information on forms is complete and accurate, completing necessary documents, etc.).

College-level courses may be substituted for the experience on a year-for-year basis.

Essential Attributes

• Experience communicating decisions, rules, guidelines and polices in a fast-paced environment with customers either entering the physical office, virtually through the online application portal or by telephone.
• Experience navigating technology and various software programs including multi line phone systems. Experience using multiple systems in tandem for researching and tracking details for each customer or case.
• Experience building relationships based on trust, approachability and flexibility within a team environment where inclusivity and respect of others' ideas and contributions are welcomed.
• Experience delivering exceptional customer service in a professional environment to a high volume of diverse customers in a manner that demonstrates active listening and compassion.
• Experience completing tasks, duties, projects and obligations with deadlines, that produce quality results.

Preference will be given to candidates that are bilingual in Spanish and English.

Working Conditions

• Duties for this role will be performed in an office setting.
• The work schedule is Monday to Friday, 8 am to 5 pm PT, with possible fluctuations based on service needs.
• You may work with individuals experiencing trauma or crisis, some who may have difficulty managing their emotions.
• Quick decision-making may be necessary to ensure the safety of yourself and 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.
• 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.

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-187014.

• Recruiter: Amanda Alvarado.
• Email: AMANDA.K.ALVARADO@odhs.oregon.gov
• Phone (call or text): 541-709-8695.