Customer Service Guide (Human Services Specialist 1) - job 1 of 2

Initial Posting Date:

08/20/2025

Application Deadline:

08/28/2025

Agency:

Department of Human Services

Salary Range:

$3,429 - $4,622

Position Type:

Employee

Position Title:

Customer Service Guide (Human Services Specialist 1)

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.

Opportunity awaits!

Join our team as a Customer Service Guide (Human Service Specialist 1)! In this role you will be at the heart of our office operations, providing a welcoming environment for our clients. our contributions will be vital in providing top-notch support and fostering positive client experiences. Be a part of a team that values your dedication to making a difference in our communities.

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 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:

• Experience collaborating with team members from diverse backgrounds to achieve common goals.

• Customer service experience demonstrating active listening, empathy, and respect for diverse clients.

• Experience typing accurately and navigating various computer systems to enhance productivity.

• Experience maintaining precise and accurate records while completing data entry tasks.

• Experience prioritizing critical tasks and managing time to meet deadlines.

• Experience handling confidential and sensitive information with professionalism, upholding high standards of integrity and honesty.

Working Conditions

• This is an in-person position, duties will be conducted in an office setting. 

• Rare travel may be required for attending meetings, trainings, or supporting work in other district offices.

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

• 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.

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

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-185880.

• Recruiter: Amanda Alvarado.

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

• Phone (call or text): 541-709-8695.