Customer Service Guide

3 weeks ago

Bend, United States State of Oregon Full time
Job Description:

We are proud to be an Equal Opportunity Employer. We are actively working to build an equitable agency with the as our guide toward our vision of an agency free of racism, discrimination and bias. We believe that teams in which everyone can show up as their full authentic self are key to creating a thriving workforce that can better serve communities. We welcome members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to apply.

Would you like a career that is both rewarding and provides an opportunity for career growth? If you have experience providing customer service in a fast-paced environment while obtaining information for needed services, then this may be the position for you

Oregon Department of Human Services (ODHS), A place to belong and make a difference

  • When you join the , you join a community of over 10,000 employees dedicated to serving and helping Oregonians achieve wellbeing and independence through opportunities that protect, empower, respect choice, and preserve dignity.

  • Connect with ODHS Employee Resource Groups (ERGs) and find a place to belong, build community and participate in shared learning. ERGs are employee-driven committees that support each other as well as the ODHS’ overall mission and vision. 

  • We are committed to building an antiracist and equitable agency. Equity is foundational to our role as a human services agency, and we are committed to integrating equity into all we do. The has four points that explain the agency's goals related to equity, inclusion, and racial justice.

  • We know that life is unpredictable and ODHS cares about keeping you well. Enjoy a work-life balance, 11 paid holidays a year, flexible work schedules, and including health, dental, vision and much more

Join our team in beautiful Central Oregon

We are seeking a talented individual to serve as a Customer Service Guide at our Bend, Oregon office. In this role you will aid individuals and families seeking services from our agency programs and resources in-person, over the phone and online.

What you need to qualify / 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:

  • Customer focus: Experience providing customer service to a high volume of diverse customers in a manner that demonstrates active listening and compassion.

  • Commitment to team: Demonstrated experience developing meaningful relationships with colleagues that foster trust, inclusivity and respect.

  • Communication: Experience adapting communication style to explain complex information such as rules or procedures verbally and in writing to diverse audiences.

  • Initiative/self-motivated: Experience meeting or exceeding specific goals and objectives; independently identifying, assessing and resolving barriers or inefficiencies. 

To be considered for an interview, your application and/or resume must clearly show that you meet the minimum qualifications and describe which of the essential attributes you possess. Your application and/or resume will be used when completing a pay equity assessment. The pay equity assessment determines your pay rate/salary step, so complete and detailed history of work, education, and other experience is helpful.

Your duties at a glance:

The Self Sufficiency Program mission is to provide a safety net, family stability and a connection to careers that guide Oregonians out of poverty. The Self Sufficiency Offices help with food benefits (SNAP), cash for families (TANF), childcare assistance (ERDC), medical, refugee services, and domestic violence services.

As a Customer Service Guide, 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. This position will contribute to the welcoming environment as families interact with the department. In supporting the day-to-day operations of the office, this position will primarily:

  • 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.

Working conditions:

  • Work schedule is 8 a.m. – 5 p.m., Monday – Friday.

  • Work is conducted on-site at the Bend ODHS branch office; this is not a remote work or hybrid work position.

  • Experience constant contact with the public, including contact with 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. 

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