Experienced Customer Service Guide (Human Services Specialist 1) – Supporting Oregonians in Need

Are you passionate about making a positive impact on the lives of Oregonians in need of support and resources? Do you enjoy working with a diverse team that collaborates and learns together in service of children, families, and communities? If so, we'd love to hear from you! arenaflex is seeking an experienced Customer Service Guide (Human Services Specialist 1) to join our Eugene team and provide critical support to individuals and families seeking services through our Self-Sufficiency Program (SSP).

About arenaflex

arenaflex is proud to be an Equal Opportunity Employer, 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.

Job Summary

As a Customer Service Guide (Human Services Specialist 1), you will play a critical role in providing resources and services to help people move out of poverty and toward whole well-being. You will work closely with program staff to provide specialized assistance to individuals and families seeking services, including food benefits, cash assistance, childcare assistance, services for domestic violence survivors, resources for refugees, and support for youth experiencing homelessness.

Key Responsibilities

* Provide specialized assistance to individuals and families seeking services through our Self-Sufficiency Program (SSP)

• Help customers navigate our online applicant portal and provide information on how to access community resources
• Assist with day-to-day functions, including distribution of mail, case transfers, and other administrative tasks
• Provide a welcoming environment for customers, working within a trauma-informed lens to ensure that each individual is treated respectfully, compassionately, and effectively
• Collaborate with a team to support the business needs of the office, rotating tasks as needed to ensure seamless service delivery
• Communicate with customers and colleagues in a clear, concise, and respectful manner, adapting communication style to explain complex information to diverse audiences
• Meet or exceed specific goals and objectives, independently identifying, assessing, and resolving barriers or inefficiencies

Essential Qualifications

* Two years of experience either interviewing to obtain personal or technical information or substantial people contact, with a high volume of paperwork and documentation

• College-level courses may be substituted for the experience on a year-for-year basis
• Experience providing customer service to a high volume of diverse customers in a manner that demonstrates active listening and compassion
• Experience communicating with resolving conflicts/disputes with customers and developing meaningful relationships with colleagues
• Experience with computer skills, including 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
• Experience adapting communication style to explain complex information to diverse audiences

Preferred Qualifications

* Experience working in a human services or social services setting

• Experience working with diverse populations, including those with disabilities, language barriers, or cultural differences
• Experience with trauma-informed care and cultural humility
• Experience with case management software and other technology platforms

Skills and Competencies

* Excellent communication and interpersonal skills, with the ability to work effectively with diverse populations

• Strong problem-solving and analytical skills, with the ability to think critically and creatively
• Ability to work in a fast-paced environment with multiple priorities and deadlines
• Strong attention to detail and organizational skills, with the ability to manage multiple tasks and projects simultaneously
• Ability to work collaboratively as part of a team, with a focus on customer service and satisfaction

Work Environment and Company Culture

* Work will be conducted in the Office, with a typical work schedule of Monday – Friday, 8:30 a.m. – 5:30 p.m. Pacific Standard Time (PST)

• May interact with a wide range of people, including some who have experienced trauma and may exhibit challenges in controlling their emotions
• Fast-paced position with a high volume of individual and family contact, with potentially required overnight travel to attend statewide meetings, trainings, and coverage
• Priorities and procedures may change daily, requiring the ability to be flexible in application of procedures

Compensation, Perks, and Benefits

* Salary range: $3,429 - $4,622

• Amazing benefits package, including cost of living adjustments, annual salary increases, and possible eligibility for the Public Service Loan Forgiveness Program
• Opportunities for career growth and professional development, with a focus on customer service and satisfaction
• Collaborative and supportive work environment, with a focus on teamwork and inclusivity

How to Apply

If you are passionate about making a positive impact on the lives of Oregonians in need of support and resources, we encourage you to apply for this exciting opportunity! Please submit your application, including your resume, cover letter, and any relevant work or education history. We look forward to hearing from you! Apply Job! Apply for this job