What are the responsibilities and job description for the Customer Service Assistant 2 (PNs 20013779 & 20014342) position at Ohio Department of Health?
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:
Unless required by legislation, the selected candidate will begin at Pay Grade 28, Step 1 of the OCSEA union Pay Range Schedule ($21.97 per hour).
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.
Job Skills: Customer Service
Technical: Communication, Administrative Support/Services
Professional: Building Consensus, Customer Focus
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.
Organization
Health
Agency Contact Name and Information
You will be contacted by email or phone call if selected to interview.
Unposting Date
Mar 1, 2025, 10:59:00 PM
Work Location
VITAL STATISTICS
Primary Location
United States of America-OHIO-Franklin County-Columbus
Compensation
21.97
Schedule
Full-time
Work Hours
8:00 a.m. - 5:00 p.m.
Classified Indicator
Classified
Union
OCSEA
Primary Job Skill
Customer Service
Technical Skills
Communications, Administrative support/services
Professional Skills
Building Consensus, Customer Focus
Agency Overview
Customer Service Assistant 2
About Us
Our mission at the Ohio Department of Health (ODH) is advancing the health and well-being of all Ohioans.Our agency is committed to building a modern, vibrant public health system that creates the conditions where all Ohioans flourish.
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
Unless required by legislation, the selected candidate will begin at Pay Grade 28, Step 1 of the OCSEA union Pay Range Schedule ($21.97 per hour).
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:
- Associates 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
Job Skills: Customer Service
Technical: Communication, Administrative Support/Services
Professional: Building Consensus, Customer Focus
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.
Organization
Health
Agency Contact Name and Information
You will be contacted by email or phone call if selected to interview.
Unposting Date
Mar 1, 2025, 10:59:00 PM
Work Location
VITAL STATISTICS
Primary Location
United States of America-OHIO-Franklin County-Columbus
Compensation
21.97
Schedule
Full-time
Work Hours
8:00 a.m. - 5:00 p.m.
Classified Indicator
Classified
Union
OCSEA
Primary Job Skill
Customer Service
Technical Skills
Communications, Administrative support/services
Professional Skills
Building Consensus, Customer Focus
Agency Overview
Customer Service Assistant 2
About Us
Our mission at the Ohio Department of Health (ODH) is advancing the health and well-being of all Ohioans.Our agency is committed to building a modern, vibrant public health system that creates the conditions where all Ohioans flourish.
Salary : $22
