Customer Service Assistant 2

What You'll Do:

The Ohio Department of Health (ODH) is seeking two customer service representatives to answer incoming calls to the department's main phone line. These representatives will complete customer service tasks that ensure customers have the information, assistance and/or contact(s) they need. They will also be responsible for forwarding callers to the appropriate staff or program area as requested. Here are the primary responsibilities:

Take customer calls and provide accurate and satisfactory answers to their queries and concerns

Request and/or gather information related to ODH that requires knowledge of applicable laws, rules, policies and procedures

Call citizens, gather contacts, collect and record information and share established protocols and instructions

Communicate with customers in a professional and empathetic manner

Collect and record information and enters into the established database and/or agency specific software

Greet and escort visitors to meeting destination within the building

Check reception area, meeting or hearing rooms to ensure they're presentable, displays are stocked and proper seating and equipment arrangements have been made EDUCATIONAL TRANSCRIPT REQUIREMENTS:

Official educational transcripts are required for all post-high school educational accomplishments, coursework or degrees claimed on the application. Applicants will be required to submit an official transcript prior to receiving a formal offer of employment. Failure to provide transcripts within five (5) working days of being requested will cause the applicant to be eliminated from further consideration.

Please note that a transcript is considered "official" only if it is an original copy from the educational institution and includes an institutional watermark, ink stamp or embossed stamp. Transcripts printed from the institution's website will not be accepted. ODH reserves the right to assess the academic credibility of an educational entity's award of a putative degree.

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

Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period

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

Childbirth, Adoption, and Foster Care leave

Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)

Public Retirement Systems ( such as OPERS, STRS, SERS, and HPRS ) & Optional Deferred Compensation ( Ohio Deferred Compensation ) *Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

Qualifications

Position 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.

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

Associate's or advanced degree in public relations or business

Experience communicating verbally with customers (e.g., asking questions, probing for information to clarify unclear problems, explaining technical solutions)

Experience working with a call center and/or in a position handling a high volume of incoming calls and/or customer requests

Experience using computer software (e.g., Word, Adobe, Excel) to enter/update and/or retrieve information, prepare correspondence and/or develop reports

Experience with gathering information and determining next course of action (e.g., calls from citizens, sharing of agency protocols to obtain information & instructions)

Experience in handling confidential information

Experience as front desk greeter for visitors

Experience in handling difficult/irate internal &/or external customers

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

Job Skills: Customer Service

Technical: Communications, Administrative Support/Services

Professional: Building Consensus, Customer Focus