Customer Service Assistant 3 (Hybrid Eligible)
3.
7 Columbus, OH Columbus, OH Full-time Full-time $22.
02 an hour $22.
02 an hour 17 hours ago 17 hours ago 17 hours ago Primary Location:
United States of America-OHIO-Franklin County-Columbus Work Locations:
Charles D Shipley Building 1970 West Broad Street Columbus 43223-1102 Organization:
Public Safety Classified Indicator:
Classified Bargaining Unit / Exempt:
Bargaining Unit Schedule:
Full-time Work Hours:
See work hours below Compensation:
$22.
02 per hour Unposting Date:
Jan 7, 2024, 10:
59:
00 PM Primary Job Skill:
Customer Service Technical Skills:
Customer Service Professional Skills:
Customer Focus Agency Contact Name:
Jennifer Pletcher, HCM Sr.
Analyst Agency Contact Information:
email protected Customer Service Assistant 3 (Hybrid Eligible) (23000CK8) Job Duties About Us:
Our mission is to save lives, reduce injuries and economic loss, administer Ohio's motor vehicle laws and preserve the safety and wellbeing of all citizens.
What You'll Do as a Customer Service Assistant 3:
Ohio Department of Public Safety - Bureau of Motor Vehicle/Driver License Suspensions/Reinstatement Processing Work Hours:
Tuesday - Friday 8:
00 a.
m.
- 5:
30 p.
m.
& Saturday 8:
00 a.
m.
- 2:
00 p.
m.
Report in location:
1970 West Broad Street, Columbus, OH 43223 (Currently Hybrid Eligible) This position is currently remote (work from home) but can be subject to change to regular, in-office work.
Greet & respond to in-person, telephone &/or written inquiries in a professional, courteous, friendly, respectful, & timely manner to ensure positive internal/external customer service/listen carefully & ask appropriate follow-up questions to verify understanding; provide a complete, knowledgeable, accurate, precise response immediately or provide a firm commitment as to when a response will be provided; Follow-up to ensure all of the customer's questions &/or concerns have been thoroughly answered; Serve as a lead worker & assistant to unit supervisor in the Reinstatement Processing Section within the Bureau of Motor Vehicles (BMV); Provide direction & training to lower level Customer Service Assistants responding to inquiries received via telephone; Research more difficult inquiries received from staff & determine proper agency action; Assist with resolving complaints from the general public, law enforcement & other governmental agencies; Monitor employee/customer conversations using systems capabilities & statistical reports to evaluate staff responses to customer calls (e.
g.
, interpretation of Ohio Department of Public Safety (ODPS) & BMV rules & regulations, laws & procedures for driver license issuance/reinstatement, inquiries about driver suspensions & insurance/fee requirements to reinstate, questions on driver record information, duplicates/original licenses & license applications, procedures for renewing &/or updating physically & medically restricted licenses, general information on plate fees, titles & clerks of courts, license agency locations/hours, etc.
); Distribute work to be completed for special projects; Review employees completed work for accuracy & accountability.
Act as liaison between the staff in other sections & Reinstatement Processing Section to clarify any uncertainty in rule interpretations; Communicate to staff new information regarding changes in rules & regulations within the BMV & new legislation to be implemented; Gather information from staff on a daily basis; Update & maintain manuals; Compile weekly, monthly, & quarterly reports for submission to the supervisor.
Participate in the development & implementation of special projects; Attend group meetings, training sessions &/or seminars with section supervisors regarding the improvement of customer service; Act as back-up lead worker in other Suspensions & Licensing units whenever necessary to alleviate backlog; Perform other related duties as assigned.
What's in it for you:
At the State of Ohio, we take care of the team that cares for Ohioans.
We provide a variety of quality, competitive benefits to eligible full-time and part-time employees.
For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:
Medical Coverage Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.
Dental, Vision and Basic Life Insurance Dental, vision, and basic life insurance premiums are free after completed eligibility period.
Length of eligibility period is dependent on union representation.
Time Away From Work and Work/Life Balance Paid time off, including vacation, personal, and sick leave 11 paid holidays per year Childbirth/Adoption leave Employee Development Funds The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.
Ohio Public Employees Retirement System OPERS is the retirement system for State of Ohio employees.
The employee contributes 10% of their salary towards their retirement.
The employer contributes an amount equal to 14% of the employee's salary.
Visit the OPERS website for more information.
Deferred Compensation The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan.
Visit the Ohio Deferred Compensation website for more information.
Ohio is a Disability Inclusion State and strives to be a Model Employer of Individuals with disabilities.
The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.
Qualifications 12 mos.
trg.
or 12 mos.
exp.
in office practices & procedures of which 3 mos.
involved operation of various office equipment; 12 mos.
trg.
or 12 mos.
exp.
in public relations or customer service to include techniques for dealing with difficult people; 12 mos.
trg.
or 12 mos.
exp.
in state &/or federal laws, rules, policies & procedures applicable to assigned inquiries, requests, complaints &/or transactions to be processed; 9 mos.
trg.
or 9 mos.
exp.
in typing, keyboarding, data entry, or word processing; 9 mos.
trg.
or 9 mos.
exp.
in operation of personal computer.
Or 9 mos.
exp.
as Customer Service Assistant 1, 64431.
Or 6 mos.
as Customer Service Assistant 2, 64432.
Or equivalent of Minimum Class Qualifications For Employment noted above.
Job Skills:
Customer Service Technical Skills:
Customer Service Professional Skills:
Customer Focus Major Worker Characteristics KNOWLEDGE:
Lead Work; Public Relations; ( ) Office Practices & Procedures (BMV/Telecommunications); ( ) Agency Policies & Procedures (ODPS); Law Laws, rules, policies &/or procedures (e.
g.
, ODPS).
SKILL:
Word Processing (Microsoft Office applications); Equipment Operations (General office equipment).
ABILITY:
Reasoning:
deal with problems involving several variables in familiar context; Clerical:
gather, collate & classify information about data, people or things; Interpersonal:
work alone on most tasks; Handle routine & non-routine inquiries, requests, complaints &/or transactions received in writing &/or by telephone, e-mail, in person contacts &/or by other means of communication with variety of internal & external customers, some of whom may be irate; Handle sensitive inquiries, requests, complaints &/or transactions received in writing &/or by telephone, e-mail, teletype, in-person &/or other means of communication with variety of internal & external customers, some of who may be irate.
( ) Developed after employment.
Supplemental Information UNUSUAL WORKING CONDITIONS:
May be confined to desk answering telephone for 6.
5 - 7 hours per day.
This position may be filled by a layoff or certification eligibility list.
This position will be filled in accordance with the applicable bargaining agreement.
Background Check Information A BCI and FBI fingerprint check, tax check and background check, may be required on all selected applicants.
A comparative analysis and/or drug-test may be a requirement of the hiring process.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
7 Columbus, OH Columbus, OH Full-time Full-time $22.
02 an hour $22.
02 an hour 17 hours ago 17 hours ago 17 hours ago Primary Location:
United States of America-OHIO-Franklin County-Columbus Work Locations:
Charles D Shipley Building 1970 West Broad Street Columbus 43223-1102 Organization:
Public Safety Classified Indicator:
Classified Bargaining Unit / Exempt:
Bargaining Unit Schedule:
Full-time Work Hours:
See work hours below Compensation:
$22.
02 per hour Unposting Date:
Jan 7, 2024, 10:
59:
00 PM Primary Job Skill:
Customer Service Technical Skills:
Customer Service Professional Skills:
Customer Focus Agency Contact Name:
Jennifer Pletcher, HCM Sr.
Analyst Agency Contact Information:
email protected Customer Service Assistant 3 (Hybrid Eligible) (23000CK8) Job Duties About Us:
Our mission is to save lives, reduce injuries and economic loss, administer Ohio's motor vehicle laws and preserve the safety and wellbeing of all citizens.
What You'll Do as a Customer Service Assistant 3:
Ohio Department of Public Safety - Bureau of Motor Vehicle/Driver License Suspensions/Reinstatement Processing Work Hours:
Tuesday - Friday 8:
00 a.
m.
- 5:
30 p.
m.
& Saturday 8:
00 a.
m.
- 2:
00 p.
m.
Report in location:
1970 West Broad Street, Columbus, OH 43223 (Currently Hybrid Eligible) This position is currently remote (work from home) but can be subject to change to regular, in-office work.
Greet & respond to in-person, telephone &/or written inquiries in a professional, courteous, friendly, respectful, & timely manner to ensure positive internal/external customer service/listen carefully & ask appropriate follow-up questions to verify understanding; provide a complete, knowledgeable, accurate, precise response immediately or provide a firm commitment as to when a response will be provided; Follow-up to ensure all of the customer's questions &/or concerns have been thoroughly answered; Serve as a lead worker & assistant to unit supervisor in the Reinstatement Processing Section within the Bureau of Motor Vehicles (BMV); Provide direction & training to lower level Customer Service Assistants responding to inquiries received via telephone; Research more difficult inquiries received from staff & determine proper agency action; Assist with resolving complaints from the general public, law enforcement & other governmental agencies; Monitor employee/customer conversations using systems capabilities & statistical reports to evaluate staff responses to customer calls (e.
g.
, interpretation of Ohio Department of Public Safety (ODPS) & BMV rules & regulations, laws & procedures for driver license issuance/reinstatement, inquiries about driver suspensions & insurance/fee requirements to reinstate, questions on driver record information, duplicates/original licenses & license applications, procedures for renewing &/or updating physically & medically restricted licenses, general information on plate fees, titles & clerks of courts, license agency locations/hours, etc.
); Distribute work to be completed for special projects; Review employees completed work for accuracy & accountability.
Act as liaison between the staff in other sections & Reinstatement Processing Section to clarify any uncertainty in rule interpretations; Communicate to staff new information regarding changes in rules & regulations within the BMV & new legislation to be implemented; Gather information from staff on a daily basis; Update & maintain manuals; Compile weekly, monthly, & quarterly reports for submission to the supervisor.
Participate in the development & implementation of special projects; Attend group meetings, training sessions &/or seminars with section supervisors regarding the improvement of customer service; Act as back-up lead worker in other Suspensions & Licensing units whenever necessary to alleviate backlog; Perform other related duties as assigned.
What's in it for you:
At the State of Ohio, we take care of the team that cares for Ohioans.
We provide a variety of quality, competitive benefits to eligible full-time and part-time employees.
For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:
Medical Coverage Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.
Dental, Vision and Basic Life Insurance Dental, vision, and basic life insurance premiums are free after completed eligibility period.
Length of eligibility period is dependent on union representation.
Time Away From Work and Work/Life Balance Paid time off, including vacation, personal, and sick leave 11 paid holidays per year Childbirth/Adoption leave Employee Development Funds The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.
Ohio Public Employees Retirement System OPERS is the retirement system for State of Ohio employees.
The employee contributes 10% of their salary towards their retirement.
The employer contributes an amount equal to 14% of the employee's salary.
Visit the OPERS website for more information.
Deferred Compensation The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan.
Visit the Ohio Deferred Compensation website for more information.
Ohio is a Disability Inclusion State and strives to be a Model Employer of Individuals with disabilities.
The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.
Qualifications 12 mos.
trg.
or 12 mos.
exp.
in office practices & procedures of which 3 mos.
involved operation of various office equipment; 12 mos.
trg.
or 12 mos.
exp.
in public relations or customer service to include techniques for dealing with difficult people; 12 mos.
trg.
or 12 mos.
exp.
in state &/or federal laws, rules, policies & procedures applicable to assigned inquiries, requests, complaints &/or transactions to be processed; 9 mos.
trg.
or 9 mos.
exp.
in typing, keyboarding, data entry, or word processing; 9 mos.
trg.
or 9 mos.
exp.
in operation of personal computer.
Or 9 mos.
exp.
as Customer Service Assistant 1, 64431.
Or 6 mos.
as Customer Service Assistant 2, 64432.
Or equivalent of Minimum Class Qualifications For Employment noted above.
Job Skills:
Customer Service Technical Skills:
Customer Service Professional Skills:
Customer Focus Major Worker Characteristics KNOWLEDGE:
Lead Work; Public Relations; ( ) Office Practices & Procedures (BMV/Telecommunications); ( ) Agency Policies & Procedures (ODPS); Law Laws, rules, policies &/or procedures (e.
g.
, ODPS).
SKILL:
Word Processing (Microsoft Office applications); Equipment Operations (General office equipment).
ABILITY:
Reasoning:
deal with problems involving several variables in familiar context; Clerical:
gather, collate & classify information about data, people or things; Interpersonal:
work alone on most tasks; Handle routine & non-routine inquiries, requests, complaints &/or transactions received in writing &/or by telephone, e-mail, in person contacts &/or by other means of communication with variety of internal & external customers, some of whom may be irate; Handle sensitive inquiries, requests, complaints &/or transactions received in writing &/or by telephone, e-mail, teletype, in-person &/or other means of communication with variety of internal & external customers, some of who may be irate.
( ) Developed after employment.
Supplemental Information UNUSUAL WORKING CONDITIONS:
May be confined to desk answering telephone for 6.
5 - 7 hours per day.
This position may be filled by a layoff or certification eligibility list.
This position will be filled in accordance with the applicable bargaining agreement.
Background Check Information A BCI and FBI fingerprint check, tax check and background check, may be required on all selected applicants.
A comparative analysis and/or drug-test may be a requirement of the hiring process.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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