23 days old

Customer Service Assistant 2 - Multiple Positions

STATE OF OHIO
Columbus, OH 43215
  • Job Code
    21000840



MISSION STATEMENT:



Ohio Department of Job and Family Services mission is to improve the well-being of Ohio's workforce and families by promoting economic self-sufficiency and ensuring the safety of Ohio's most vulnerable citizens.



The Office of Unemployment Insurance Operations (OUIO) administers Ohio's unemployment insurance program, which provides short-term income to unemployed workers who lose their jobs through no fault of their own. It reduces the hardship felt by families during periods of temporary unemployment and bolsters the local economies by maintaining the purchasing power of the unemployed worker. Learn more about the office by visiting the ODJFS OUIO webpage atjfs.ohio.gov/ouc.



These positions are within OUIO, Contact Center. The core mission of this cross-agency team is to ensure quality and best practices as new staff develop and advance in their daily duties. The ultimate goal is to ensure quality customer service by monitoring the daily workflows for accuracy to ensure a better customer experience.



NOTICE:Current employees of ODJFS in the OCSEA union have selection rights before all other applicants. Applications from all other candidates will only be considered if an internal OCSEA applicant is not selected for this position.



There are multiple positions available.



NOTICE: These positions will be headquartered in an ODJFS facility in one of the following cities: Akron, Chillicothe, Cleveland, Columbus, Dayton, Lima, Lorain, Marietta, Toledo, or Youngstown.




Major Duties and Responsibilities



This position works in a customer service unit, providing direct phone support to Ohio Unemployment Insurance claimants and employers. The responsibilities of this position are varied and include staffing a call center which can require being on phones for up to seven hours per day, researching and responding to written program and case-specific inquiries, responding to emails, processing paperwork, and projects as assigned.



The ideal candidate will possess strong customer service, call center and public relations skills. They will possess excellent written and verbal communications skills and be proficient with computers and routine business office practices.



In addition, the ideal candidate will be able to remain calm under pressure and be patient, organized and detail-oriented. Must be able to work well in a team environment. May be required to interact with angry or difficult individuals and stressful situations.



The following are the minimum qualifications for this position. For further consideration, applicants must clearly identify how qualifications are met within the education and/or experience sections of the application.



The ideal candidatemust have at least 9 months experience with the following:



  • office practices & procedures

  • public relations or customer service that included techniques for handling difficult people

  • typing, keyboarding, data entry or word processing

  • operation of personal computer

OR



Theequivalent of Minimum Qualifications for employment noted above.







Posted: 2021-11-08 Expires: 2021-12-07
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Customer Service Assistant 2 - Multiple Positions

STATE OF OHIO
Columbus, OH 43215

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