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

Initial Posting Date:

09/10/2025

Application Deadline:

09/25/2025

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.

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 paper work (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:

• Experience communicating decisions, rules, guidelines and polices in a fast-paced environment with customers either entering the physical office, virtually through the online application portal or by telephone.

• Experience navigating technology and various software programs including multi line phone systems.  Experience using multiple systems in tandem for researching and tracking details for each customer or case.

• Experience building relationships based on trust, approachability and flexibility within a team environment where inclusivity and respect of others’ ideas and contribut