Customer Service Assistant 2

Schedule: Full-time

Office of Legal & Acquisition Services

The Bureau of State Hearings conducts fair hearings and provides due process for appeals related to the program benefits administered by the Ohio Department of Job and Family Services and its state partner agencies.

What You’ll Do

Completes reinstatements for fair hearing benefits eligibility in Ohio Benefits Worker Portal and Hearing and Appeals Tracking System (HATS X) applications.

Utilizes the Eligibility Determination Benefit Calculator (EDBC) in the Ohio Benefits Worker Portal application as needed.

Responds to stakeholder inquiries regarding the state hearings process and closure (post-hearing decision) of fair hearing benefits.

Reviews responding agency submissions of compliance and updates the HATS X application accordingly. Contacts the responding agency for correction as needed.

Utilizes personal computer on network and applicable software applications to complete assigned duties.

Challenges

The Bureau of State Hearings is a fast-paced, production environment due to the volume of work and the requirement to meet established federal standards and timelines. You may occasionally interact with uncooperative parties in the hearing process, particularly on the telephone. You should be able to recognize and shift priorities as necessary to meet established timelines.

Necessary Skills

Ability to operate personal computer and applicable software applications to complete job duties.

Ability to respond to telephone and email inquiries, including complex and time sensitive inquiries, from stakeholders.

Ability to apply established rules, policies, and procedures to assigned tasks.

Ability to prepare and maintain accurate records and reports.

Knowledge of general office practices including keyboarding, data entry, and telephone skills.

Schedule: 8 am - 5 pm, M-F. Flex schedule may be considered after the probationary period is completed.

Travel: This job does not involve routine travel. For any assignments that require travel to headquarter location or other state or county office, you must be able to provide own transportation.

PN(s): 20038729

The ideal candidate, at minimum, must have the following:

9 mos. trg. or 9 mos. exp. in office practices & procedures.

AND 9 mos. trg. or 9 mos. exp. in public relations or customer service that included techniques for handling difficult people.

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

Equivalent of minimum class qualifications for employment noted above.

Tips For Your Application

When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.

Pay Information

This position is in the State of Ohio’s OCSEA Pay Schedule, Pay Range 28. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $21.97 per hour). These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below.

Pay Range 28

Step 1

Step 2

Step 3

Step 4

Step 5

Step 6

Step 7

Hourly

$21.97

$22.55

$23.12

$23.79

$24.66

$25.61

$26.72

Annual

$45,698

$46,904

$48,090

$49,483

$51,293

$53,269

$55,578

Months of Employment

At Hire

4 months

16 months

28 months

40 months

52 Months

64 Months