Public Benefits Specialist / Entry Level Customer Service Guide

Customer Service Guide

As a Customer Service Guide, you will have an opportunity to provide resources and services to help people move out of poverty and toward whole well-being. Programs include food benefits, cash assistance, childcare assistance, medical, services for domestic violence survivors, resources for refugees and support for youth experiencing homelessness.

Qualifications:

• Type 40-60 wpm
• Efficiently operate a multi line phone system
• Experience in various office procedures and duties including scanning and uploading to proprietary software This experience must have involved a high volume of paperwork (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. (Associate\'s degree in any of the listed areas substitutes for 18 months of experience. Bachelor\'s degree substitutes for three (3) years of experience.)
• Ability to pass background check and drug test

Employer is looking for candidates with:

• Experience resolving conflicts and disputes with customers.
• Experience eliciting information from applicants/recipients for a program or services.

Duties:

• Front desk/reception experience including typing skills and navigating online systems, like Microsoft Word, Excel, and email & search engines.
• Experience explaining complex rules, regulations, or procedures (technical information) in a non-technical way and working supportively to people of diverse backgrounds and situations.
• Experience providing information and referrals in person and over the phone.
• Be the first face of contact in most field offices for Oregonians and provide a welcoming environment for families to interact with the department.
• Support the infrastructure of the office by supporting the day-to-day operation.
• Assist Oregonians by providing support with the online Oregon Eligibility system, for ODHS, Oregon Health Authority (OHA), and Department of Early Learning and Care (DELC) programs. by phone or email to resolve any questions or concerns.
• Assisting Oregonians through a trauma informed lens.
• May include financial desk responsibilities.
• Providing support for the business functions within the office.
• Providing support to branch staff in supporting the work and the families using the case aid model.

Working Conditions:

• Experience constant contact with the public, including contact with and possibly de-escalating customers experiencing emotional and 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.

Schedule:

• In office, Monday - Friday, 8:00 a.m. - 5:00 p.m.

Salary: starts at $3429.00, pay equity will be performed for final starting wage