Customer Service Guide

Initial Posting Date:

10/01/2025

Application Deadline:

10/16/2025

Agency:

Department of Human Services

Salary Range:

$3,429 - $4,622

Position Type:

Employee

Position Title:

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

Job Description:

Bilingual Required: English & Spanish

To qualify for this position, you must be bilingual in English & Spanish. The job offer will be contingent upon passing a test evaluating your proficiency in the bilingual requirements for this position. Upon passing the test, you will receive 5% bilingual differential pay. 

Opportunity awaits!

Step into a role where your efforts directly empower Oregonians to rise above poverty—become a key player in the Oregon Eligibility Partnership and facilitate access to vital services that foster equity and well-being.

As a Customer Service Guide, you will work in our Milton Freewater office assisting Oregonians. Milton Freewater is located in rural Northeastern Oregon.

Summary of Duties

As a Customer Service Guide (Human Services Specialist 1), 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.

• Assist Oregonians by providing support with the online Oregon Eligibility system, for ODHS, Oregon Health Authority (OHA), and Department of Early Learning and Care (DELC) programs in person, by phone or email to resolve any questions or concerns.

• Assisting Oregonians through a trauma informed lens.

• Providing support for the business functions within the office.

Learn more about our programs, as your work providing services will be through the Oregon Eligibility Partnership (OEP). 

Minimum Qualifications

• To qualify for this position, you must be bilingual in English and Spanish. And

• 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:

• Experienced in delivering exceptional customer service in fast-paced environments, including reception and front desk roles, effectively engaging with diverse clientele.

• Proficient in using a variety of software and communication tools, including Microsoft Office Suite (Word, Excel), email systems, and online search platforms to support daily operations.

• Experienced in collecting and managing confidential and sensitive information with integrity, ensuring privacy and security in all interactions.

• Experienced communicator, able to adapt tone and style to clearly explain complex policies and procedures to customers, with a focus on active listening and resolving customer concerns effectively.

• Experienced in providing assistance and information through in-person interactions and phone support, offering timely referrals and guidance as needed.

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.

Attention all candidates!

Clearly describe how you meet the minimum qualifications and essential attributes in your application materials. Your application materials will determine if you are selected to move forward in the selection process. Please include detailed work and education history.

• Please make sure your application materials, resume and job history, are clearly outlined as this information will be used to determine your starting salary range. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.

• The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an educational institution during the application process.

• 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.

• May require a valid driver’s license or other acceptable method of transportation (when ADA accommodations are needed).

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).  

• The salary range listed is the non-PERS monthly salary range. If you are already a participating PERS member or once you become PERS eligible, the salary range will increase by 6.95%.

• This recruitment may be used to fill future vacancies in the same classification.

Contact Information

We invite you to contact the recruiter for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.

• The recruiter for this position is Yvette Medford. Please include the REQ# when corresponding.  

• Email: [email protected]

• Phone (call or text): 541-709-0306

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