Customer Service Guide

**Initial Posting Date:** 08/24/2026 **Application Deadline:** 09/01/2026 **Agency:** Department of Human Services **Salary Range:** $3,798 - $4,954 **Position Type:** Employee **Position Title:** Customer Service Guide (Public Benefits Specialist, Entry) **Job Description:** **The** [**Oregon Department of Human Services**](https://www.oregon.gov/odhs/about/pages/default.aspx) **is proud to be an Equal Opportunity Employer.** We are guided by our [Equity North Star](https://www.oregon.gov/odhs/equity/Pages/equity-north-star.aspx) and our vision for a positive [RiSE organizational culture](https://www.oregon.gov/odhs/about/Pages/rise.aspx) 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 role will be working onsite in the Redmond office.** ----------------------------------------------------------- **Opportunity awaits!** Join our team as a **Customer Service Guide (Public Benefit Specialist, Entry)**, where you'll play a pivotal role in providing exceptional office support and creating a welcoming environment for our clients. **Summary of Duties** As a **Customer Service Guide**, you will: * Provide front desk assistance, answering phone calls, and guiding 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 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. **Working Conditions** * The work schedule is **Monday to Friday, 8 am to 5 pm PT**, with possible fluctuations based on service needs. * **Duties** for this role will be **performed** **in the local office**. * Occasional travel within the community is required to support work in other offices as needed, and complete activities related to fleet maintenance. *  You may interact with individuals experiencing trauma or emotional distress, and there may be times when individuals have difficulty managing their emotional responses. * You may encounter situations requiring quick decision‑making to ensure your safety or the safety of 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 to be 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. [Additional background check information.](https://www.oregon.gov/odhs/background-checks/Pages/faq.aspx) * 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](https://www.oregon.gov/odhs/about/pages/workforce-diversity.aspx) 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](https://www.oregon.gov/jobs/Pages/Benefits.aspx). * Possible eligibility for the [Public Service Loan Forgiveness Program](https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service). **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.](https://www.oregon.gov/jobs/Pages/Veterans.aspx) **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-205482**. * **Recruiter:** Amanda Alvarado. * **Email:** [email protected] * **Phone (call or text):** 541-709-8695.