Customer Service Assistant 2 Jobs

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 2:

Ohio Department of Public Safety - Bureau of Motor Vehicles/Telecommunications

Work Hours: 8:00 a.m. - 5:18 p.m. (Hours may vary)

Report in location: 1970 West Broad Street, Columbus, Ohio 43223

THIS POSTING IS FOR APPLICANTS TO APPLY TO BE PLACED IN A POOL OF CANDIDATES TO BE CONSIDERED FOR FUTURE POSSIBLE OPENINGS AT THE LOCATION NOTED.

These positions are 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 from internal &/or external customers regarding the laws & procedures for vehicle registration, driver license issuance, driver examinations, suspensions, reinstatement requirements, procedures for renewing or updating physically & medically restricted driver licenses, general inquiries or driver license/registration status in a professional, courteous, friendly, respectful, & timely manner to ensure positive 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; Document correspondences with customers, as needed; Operate the Driver Examination (DX) Scheduling application; Live Chat with Bureau of Motor Vehicles (BMV) Customers.

Operate personal computer to retrieve information from Ohio Department of Public Safety (ODPS) &/or Bureau of Motor Vehicles (BMV) systems on most inquiries to view & verify case status or customer information in appropriate situations; Send callback messages to other sections via Project Tracking System (PTS) Phone Log when required; Authorize submissions of documents from customers to update &/or correct DPS/BMV systems; Prepare callback requests when more detailed information must be supplied by the section; Research & prepare form letters & other communication regarding registration topics including registration renewals processed through the mail or internet/IVR; Assist during backlog situations for other sections within the BMV; Maintain daily activity log; Assists in providing training to new customer service assistants &/or cross training to customer service assistants from other work units (e.g., lets employee listen in calls & shadow performance of other tasks to learn how to handle them & apply appropriate laws, rules, legal interpretations, policies &/or procedures applicable to each situation); Perform other related duties as required (e.g., attend meetings, provide training/cross training to others, special projects, operate copy/fax machine, open mail, file, hand deliver messages/paperwork/mail & assist other units during backlog situations).

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

Dental, Vision and Basic Life Insurance

Time Away From Work and Work/Life Balance

Employee Development Funds

Ohio Public Employees Retirement System

Deferred Compensation

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.

9 mos. trg. or 9 mos. exp. in office practices & procedures; 9 mos. trg. or 9 mos. exp. in public relations or customer service that included techniques for handling difficult people; 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.

Major Worker Characteristics

KNOWLEDGE: Public Relations; Office Practices & Procedures; *Agency Policies & Procedures (ODPS;BMV); Law.

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; ANSWER ROUTINE TELEPHONE INQUIRES FROM PUBLIC; handle sensitive inquiries from & contacts with officials & general public.

(*) Developed after employment

Supplemental Information

UNUSUAL WORKING CONDITIONS: May be confined to desk answering telephone for 6.5 – 7 hours per day.

• This position will be filled in accordance with the applicable bargaining agreement.
• This position may be filled by a layoff or certification eligibility list.