Customer Service Guide (Human Services Specialist 1)

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Opportunity awaits!

Step into a role where your efforts directly empower Oregonians to rise above povertybecome a key player in the Oregon Eligibility Partnership and facilitate access to vital services that foster equity and well-being.

As a Customer Service Guide you will work in-person in our Eugene Branch assisting Oregonians. This position is not eligible for remote work.

Summary of Duties

As a Customer Service Guide (Human Services Specialist 1) you will:

• Be the first face of contact in most offices for customers either entering the physical office or virtually through the online application portal or telephone communication.

• Contribute to the welcoming environment as families interact with the department.

• Greet and assist Oregonians through a trauma-informed lens.

• Work with Oregonians 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 in-person by phone and via our online applicant portal to answer case status and other inquiries; provide information on how to access community resources.

• Work within a team that collaboratively rotates tasks to support the business needs of the office.

Learn more about our programs as your work providing services will be through the Oregon Eligibility Partnership (OEP).

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 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.

Essential Attributes

We are looking for candidates with:

• Customer Service: Demonstrated professional demeanor that delivers quality customer service daily by telephone in writing or in person.

• Computer Skills:Experience in usage and functionality of computers web browsers databases and programs such as Microsoft along with other general office equipment such as phone systems copiers scanners fax using 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. Experience interpreting non-verbal cues simplifying information into understandable components utilizing relatable examples to illustrate intricate details and confirming comprehension through active listening techniques.

• Collaborative Team Member:Experience elevating all team member voices with inclusion. Experience building relationships with team members.

• Accuracy and Attention to Detail:Experience reviewing and verifying information for the purpose of completing accurate data entry. Experience developing a comprehensive understanding of assignment to determine appropriate outcomes and follow up actions needed.

• Diversity Equity and Inclusion: Demonstrated experience committing to continued learning and contributing to an inclusive and anti-racist workplace. Demonstrated experience assisting individuals with diverse experiences and cultural backgrounds.

Attention all candidates!

Clearly describe how you meet the minimum qualifications and essential attributes in your application or resume. Your application materials will determine if you are selected to move forward in the selection process. Please include detailed work and education history.

While we do accept resumes and cover letters that have been created with Artificial Intelligence (AI) software the use of outside resources such as AI software during 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.

Working Conditions

• This position works in the store front office and is not a remote position.

• The work schedule is Monday Friday

• Contact with the public including contact with Oregonians experiencing emotional and financial stress.

• Serve a diverse range of customers with compassion and professionalism through a trauma informed lens.

• May require sitting 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 Securitys 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.

• May require a valid drivers license or other acceptable method of transportation.

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:

• Veterans preference information.

• How to submit your Veteran documents for preference. Please do not attach your Veterans preference documentation in the Resume/CV field of your application.

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.

• The salary listed is the non-PERS qualifying salary range. If the successful candidate is PERS qualifying the salary range will reflect an additional 6.95%.

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 Brent Lawrence If you contact the recruiter please include the job requisition number.

• Email: