Customer Service Guide (human Services Specialist 1)

Customer Service Guide (Human Service Specialist 1)

Join our team as a Customer Service Guide (Human Service Specialist 1)! In this role you will be at the heart of our office operations, providing a welcoming environment for our clients. Our contributions will be vital in providing top-notch support and fostering positive client experiences. Be a part of a team that values your dedication to making a difference in our communities.

Summary of Duties:

As a Customer Service Guide, you will:

• 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 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:

• Experience collaborating with team members from diverse backgrounds to achieve common goals.
• Customer service experience demonstrating active listening, empathy, and respect for diverse clients.
• Experience typing accurately and navigating various computer systems to enhance productivity.
• Experience maintaining precise and accurate records while completing data entry tasks.
• Experience prioritizing critical tasks and managing time to meet deadlines.
• Experience handling confidential and sensitive information with professionalism, upholding high standards of integrity and honesty.

Working Conditions:

• This is an in-person position, duties will be conducted in an office setting.
• Rare travel may be required for attending meetings, trainings, or supporting work in other district offices.
• Employee's work schedule will be Monday - Friday from 8 am - 5 pm PT; hours may fluctuate based on service needs.
• May work with individuals experiencing trauma or crisis. Some individuals may have challenges managing their emotions.
• May encounter situations requiring quick decision-making to ensure the safety of oneself or others.
• You will communicate with Oregon residents frequently over the phone and in-person.

Attention all candidates!

• Application materials are screened for minimum qualifications and essential attributes to determine if you advance in the selection process. Clearly describe how you meet these requirements in your application materials.
• Your application materials are used to determine your starting salary range. Please ensure that all education and experience you would like considered is 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.
• 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.
• A valid driver's license and acceptable driving record are required for this position.

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-185880.
• Recruiter: Amanda Alvarado.
• Email: AMANDA.K.ALVARADO@odhs.oregon.gov
• Phone (call or text): 541-709-8695.