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 : 8:00 a.m. - 5:00 p.m.
Compensation : $20.31 per hour
Unposting Date : Mar 29, 2023, 10:59:00 PM
Job Function : Customer Service

Agency Contact Name : Jennifer Pletcher, HCM Sr. Analyst
Agency Contact Information : JPletcher@dps.ohio.gov

Customer Service Assistant 2 (230002Q7)

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 2:

Ohio Department of Public Safety - Bureau of Motor Vehicles/Field Operations/License Control

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

(Currently Hybrid Eligible)
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 to internal/external customer\'s questions &/or concerns & 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; Operate a personal computer to respond to inquiries received from deputy registrar agencies, handle sensitive inquiries from deputies; Confirm the proper ODPS form has been issued, transmit information to the deputies; Input corrections & clearances; Follow-up & maintain records regarding corrections to name, date of birth, social security, license/ID number, issue & expiration dates & other information contained in driving record; Update various ODPS/BMV programs & screens; Use deputy manual, Ohio Revised Code (ORC) & Ohio Administrative Code (OAC) to reference the laws governing the license & identifications issued; Use staff meeting notes & unit procedure manual to respond to uncommon questions; Respond to customers (some of whom may be irate) to handle routine & non-routine inquiries, requests, complaints &/or transactions received in writing, by telephone &/or by e-mail; respond to calls from attorneys, other state agencies, Governor\'s Office, Registrar\'s Office & State legislative office.

Conduct research for Deputy Registrar agencies to determine solutions & appropriately correct errors regarding previous driver license & identification card assurances; Make return calls to deputies & the general public as necessary; Respond to deputies & the general public regarding inquiries pertaining to Ohio Driver Licenses, State IDs & Driver Testing; Respond to callbacks received from other units regarding procedures.

Maintain records, documentation, & weekly reports on each deputy inquiry through the telephone log; Perform other related duties as required (e.g., e-mails, make copies, screening incoming mail, suspense letters, etc.).

What\xe2\x80\x99s 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

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  Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.

Dental, Vision and Basic Life Insurance

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  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

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  Paid time off, including vacation, personal, and sick leave
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  11 paid holidays per year
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  Childbirth/Adoption leave

Employee Development Funds

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  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

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  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\xe2\x80\x99s salary. Visit the OPERS website for more information.

Deferred Compensation

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  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

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.

• Or equivalent of Minimum Qualifications for Employment noted above.

Major Worker Characteristics

KNOWLEDGE: Public Relations; (*) Office Practices & Procedures (BMV; License Control); (*) Agency Policies & Procedures (ODPS); 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 routine/non-routine inquiries, requests, complaints &/or transactions received in writing, telephone, e-mail 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 \xe2\x80\x93 7 hours per day.

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

Background Check Information

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  A BCI and FBI fingerprint check, tax check and background check, may be required on all selected applicants.
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  A comparative analysis and/or drug-test may be a requirement of the hiring process.