Customer Service Guide (Human Services Specialist 1) Bilingual English & Spanish Preferred

Initial Posting Date:

07/23/2025

Application Deadline:

07/31/2025

Agency:

Department of Human Services

Salary Range:

$3,429 - $4,622

Position Type:

Employee

Position Title:

Customer Service Guide (Human Services Specialist 1) Bilingual English & Spanish Preferred

Job Description:

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by our Equity North Star and our vision for a positive RiSE organizational culture 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.

Opportunity awaits!

Join our team as a Customer Service Guide (Human Service Specialist 1), where you'll play a pivotal role in providing exceptional office support and creating a welcoming environment for our clients. Your expertise in managing administrative tasks and ensuring accurate documentation will help us maintain high standards of customer service.

Summary of Duties

As a Customer Service Guide, you will:

• Provide comprehensive office support, including front desk assistance, phone call responses, mail distribution, directing clients, scheduling appointments, managing case transfers, and issuing of financial negotiables.

• 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.

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

We are looking for candidates with:

• Proven experience in providing customer service in a professional setting, handling a high volume of diverse customers with active listening and compassion.

• A track record of meeting deadlines and delivering results that align with agency goals and quality standards.

• Experience in verbal and written communication to convey decisions, guidelines, and policies to diverse groups.

• Experience building relationships based on trust, approachability, and flexibility within an inclusive and respectful team environment.

• Experience navigating technology and various software programs, including multiline phone systems.

• Experience using multiple systems for researching and tracking customer or case details.

Preference will be given to candidates that are bilingual in Spanish and English.

Working Conditions

• Rare travel may be required to other district offices to provide branch support.

• Employee's work schedule will be Monday- Friday from 8 am- 5 pm PT; hours may fluctuate based on service needs.

• Work will be conducted in offices and other community sites as needed.

• You will communicate with Oregon residents frequently over the phone and in-person.

• 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.

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. Additional background check information.

• 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

• Veterans' preference information.

• How to submit your Veteran documents for preference. Please do not attach your Veterans' preference documentation in the Resume/CV field of your application.

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-184093.

• Recruiter: Amanda Alvarado.

• Email: AMANDA.K.ALVARADO@odhs.oregon.gov

• Phone (call or text): 541-709-8695.