What are the responsibilities and job description for the Customer Service Assistant 2 (Intermittent, Hybrid Eligible) position at Ohio Department of Commerce?
What You'll Do :
Ohio Department of Public Safety - Bureau of Motor Vehicles - License Control
Report In Location : 1970 W. Broad St, Columbus, Ohio 43223
Work Hours : Variable Hours - Monday - Friday 8 : 00am to 6 : 00pm and Saturday 8 : 00am to 2 : 00pm
Hybrid Eligible) This position is currently remote (work from home) but can be subject to regular, in-office work at any time.
This position is Intermittent and not to exceed 1,000 hours per fiscal year.
- 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., emails, make copies, screening incoming mail, suspension letters, etc.).
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
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.
Job Skill : Customer Service
Technical Skills : Administrative support / services; Customer Service
Professional Skills : Customer Focus
