Customer Service Assistant 3

Schedule: Full-time

What You'll Do: The Bureau of Vital Statistics operates a statewide system for the registration of births, deaths, and other vital events that happen within the state of Ohio. We are currently seeking an experienced customer service specialist to provide information and communicate procedures to obtain or amend vital records. This job entails the following tasks:

Works with the records management supervisors to ensure productive workflow & review processes regarding the birth & death records (e.g., legal changes)

Maintains an in-depth knowledge of applicable laws, rules, policies & procedures (e.g., registration, special registration, vital records change process) in order to respond to difficult inquiries or those referred by customer service & clerical support staff (e.g., issues impacting adoptions, data correction & registration) & independently determines appropriate action for resolution

Responds to email inquiries (e.g., via email &/or phone call) regarding Vital Statistics processes & procedures

Assists customer service staff in the special registration unit in comparing original vital records with change document requests (e.g., birth & death affidavits), verifies accuracy & completeness of information prior to processing, & implements appropriate amendments

Drafts specific correspondence needed to correct problems (e.g., incorrect documentation, insufficient information, birth or death verification)

Provides guidance & assistance to customers in person, in writing, by e-mail & by telephone (e.g., front lobby visitors, general public, local health departments, branches of armed services, probate courts, hospitals, social service agencies, passport offices) with information &/or instructions on how to submit the correct documentation (e.g., home births, surrogates, adoptions)

Collaborates with other units (e.g., Customer Service, Help Desk & Fulfillment Unit) to resolve issues related to having the appropriate information on file for processing legal paperwork (e.g., adoptions, affidavits, paternity affidavits, & court ordered corrections)

This position will report to 4200 Surface Road, Columbus, Ohio, working in office Monday - Friday during core business hours.

12 mos. trg. or 12 mos. exp. in office practices & procedures of which 3 mos. involved operation of various office equipment AND 12 mos. trg. or 12 mos. exp. in public relations or customer service to include techniques for dealing with difficult people AND 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 AND 9 mos. trg. or 9 mos. exp. in typing, keyboarding, data entry, or word processing AND 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.

Applications of those who meet the minimum qualifications will be further evaluated against the following criteria:

Associates or advanced degree in public relations

Experience resolving stakeholder complaints

Experience with computer software (e.g., Excel, Word)

Experience in analyzing and applying rules and regulations for compliance

Experience in verifying legal documentation

Experience in the field of vital statistics

Experience providing written and electronic communications (e.g., writing reports, entering data comments, sending e-mail correspondence)

All eligible applications shall be reviewed considering the following criteria: qualifications, experience, education, and active disciplinary record.

Job Skills: Customer Service

Technical Skills: Clerical & Data Entry, Operational and Administrative Support, Records Management

Professional Skills: Attention to Detail, Confidentiality, Customer Focus, Verbal Communication, Written Communication