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Customer Service Guide
2 months ago
Position Title:
Customer Service Guide (Human Services Specialist 1). Bilingual English/Spanish Encouraged
Department:
Department of Human Services
Salary Range:
$3,218 - $4,338
Position Type:
Employee
Agency:
Oregon Department of Human Services (ODHS)
Job Description:
We are seeking a Store Front Office staff member to join our team As a Customer Service Guide, you will be the first point 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 while providing exceptional customer service in a busy office environment.
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.
Write clear and concise notes to summarize information gathered from applicant(s) and collateral sources.
Work within a team that collaboratively rotates tasks to support the business needs of the office.
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 in a professional environment to a high volume of diverse customers in a manner that demonstrates active listening and compassion.
Results oriented: Ability to complete tasks, duties, projects, and obligations with deadlines, that produce high-quality results.
Communication: Experience communicating decisions, rules, regulations, policies, and procedures to a diverse group of people in a fast-paced environment with customers either entering the physical office, virtually through the online application portal or by telephone communication.
Commitment to team: Ability to develop relationships that establish trust, approachability and flexibility and thrive in a team environment where inclusivity and respect of others’ ideas and contributions are welcomed.
Computer skills: Adept in usage and functionality of computers, web browsers, Microsoft programs, quality keyboarding and multiline telephone. Experience using multiple systems in tandem for research and tracking details for each customer or case.
Working conditions:
The work schedule is Monday – Friday, 8:15am-5:15pm
Contact with the public, including contact with Oregonians experiencing emotional and financial stress.
Serve a diverse range of customers with compassion and professionalism, dignity and respect.
Will require sitting at a computer or telephone for prolonged periods of the workday.
Experience high volume of computer work, using various computer programs in a fast-paced environment.
Priorities and procedures may change daily and require the ability to be flexible in application of procedures.
Background checks and requirements:
Finalists for this position will be subject to a computerized criminal history and abuse check. Adverse background information will be reviewed and could result in withdrawal of a conditional job offer or termination of employment.
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:
Career growth and continuous learning opportunities
Competitive benefits package – medical, dental, vision and more
Retirement and pension programs
Paid vacation and sick leave
11 paid State observed holidays and additional special leave
Annual merit increases (salary step increases)
Cost of Living Adjustments
Possible eligibility for the Public Service Loan Forgiveness Program
Application instructions:
A cover letter is optional and is not required for this application.
Upload a resume or complete the Workday work history profile. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.
You may have additional tasks to complete in Workday. Continue to check your Workday account throughout the recruitment process.
Current state of Oregon employee application instructions – apply via your employee Workday account.
External candidate application instruction video.
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