Customer Service Representative (Wagner Peyser Employment Professional))

Office of Workforce Development

Building Ohio's Workforce. Creating Innovative Solutions. Promoting Economic Independence and Growth.

What You’ll Do

In this position as a Labor Exchange Customer Service Representative (CSR), you will be part of a team that provides reemployment services within an OhioMeansJobs Center. This role involves helping job seekers find employment opportunities and assisting employers in finding suitable candidates through various services and workshops offered at the OhioMeansJobs Center.

Job Duties:

• Delivering Program Services: Providing services related to job reemployment and eligibility assessment for unemployment compensation programs. This includes helping applicants develop individual employment plans and referring them to support services.
• Helping Job Seekers: Registering new job seekers and updating their information. They interview job seekers to understand their skills, interests, and barriers to employment, and then develop plans to help them find jobs or training opportunities.
• Conducting Workshop Sessions: Planning and organizing workshops for job seekers. This includes preparing materials, notifying participants, and tracking attendance and feedback. They work with other partners to ensure effective workshops.
• Serving as a Team Member: Working as part of the ODJFS team to focus on reemployment and assisting job seekers with finding new opportunities.
• Providing General Orientation: Greeting and providing basic information to customers visiting the OhioMeansJobs Center. They schedule customers for orientation sessions and assist with presentations to introduce them to available services.
• Staffing the Resource Room: Assisting job seekers in the resource room, providing information about job openings, and helping them use job search tools effectively.
• Performing Other Assigned Duties: Assisting claimant customers with unemployment benefits, participating in training sessions, generating reports, and maintaining records.

Necessary Skills:

• Proficient in computer software, including but not limited to Microsoft Word, Excel, Outlook, Teams, and PowerPoint.
• Strong organizational skills
• Proficient in business writing, as well as written and verbal communication skills
• Problem-solving skills
• Attention to detail
• Time management and multitasking
• Public speaking skills
• Relationship building

Schedule:

This position is considered in person. Standard workdays are Monday through Friday between 7:00 a.m. and 6:00 p.m.

Travel:

Travel is required to attend meetings. Employees must reside in Ohio and within a reasonable distance of their assigned work location. If selected, you may be asked to travel to one of our locations to pick up equipment and receive initial instructions.

Challenges:

• Prioritizing tasks to ensure they are completed timely and accurately
• Last-minute requests that need to be completed immediately
• Dealing with difficult customers
• Understanding community services available
• Working with external partners

PN: 20042343

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.

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

OPTION 1:

• Formal education in arithmetic that includes fractions, decimals & percentages & in reading, writing & speaking common English vocabulary
• AND 12 months training OR 12 months experience in office practices and procedures
• AND 3 months training OR 3 months experience in interviewing or questioning customers to solicit pertinent information in order to provide certain services
• AND 3 months training OR 3 months experience in public relations/customer service
• AND Demonstrate skill to type data accurately using personal computer

OPTION 2:

• 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 29. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $22.02 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.

NOTICE: Current employees of ODJFS in the OCSEA union have selection rights before all other applicants. Applications from all other candidates will only be considered if an internal OCSEA applicant is not selected for this position.

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.