Customer Service Guide

6 months ago

Pendleton, United States State of Oregon Full time
Job Description: Join our Pendleton Self Sufficiency team as a Customer Service Guide and utilize your skills to provide exceptional service. Take the first step towards a rewarding career by starting with us

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.

Bilingual Preferred – English & Spanish

This position does not require bilingual language skills but there is a need in the communities that we serve, and preference will be given for bilingual language skills in English & Spanish.

You will work in-person in our Pendleton Office assisting Oregonians. This not a remote position.

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

What you need to qualify

  • 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. (Associate degree in any of the listed areas substitutes for 18 months of experience. Bachelor's degree substitutes for three (3) years of experience.)

Candidates are required to clearly show that they meet the minimum qualifications (as outlined in the 'What you need to qualify' section) in their resume or application. This is ideally achieved by providing a comprehensive resume or application detailing all work experience, job responsibilities, education, and any pertinent volunteer work. If chosen, the materials you provide will be utilized to conduct a pay equity assessment. A detailed and complete resume or application may result in a more favorable evaluation.

We are unable to accept additional information after the posting deadline.

Essential attributes

We are looking for candidates with:

  • Front desk reception experience including strong computer and typing skills.

  • Experience obtaining information from applicants for a program or service.

  • Experience communicating decisions, rules, regulations, policies, or procedures (technical information) in a non-technical way to people of diverse backgrounds and situations.

  • Experience resolving conflicts and disputes for Oregonians/customers

  • Experience providing information and resources in-person and over the phone.

Please be sure to clearly describe how you meet these attributes within your application materials. These attributes will be used to determine which candidates will be selected to move forward in the process.  

Your duties at a glance

As an employee working in the (SSP), 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. 

As Customer Service Guide, you will:

  • 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.

  • 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. 

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

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