Customer Service Assistant 2 Full Time

Primary Location: United States of America-OHIO-Franklin County-Columbus

Work Locations: Charles D Shipley Building 1970 West Broad Street Columbus 43223-1102

Organization: Public Safety

Classified Indicator: Classified

Bargaining Unit / Exempt: Bargaining Unit

Schedule: Full-time

Work Hours: 8:00 a.m. – 5:00 p.m.

Compensation: $19.72 per hour

Unposting Date: Dec 3, 2021, 10:59:00 PM

Job Function: Customer Service

Job Level: Individual Contributor

Agency Contact Name: Jennifer Pletcher, HCM Sr. Analyst

Agency Contact Information: JPletcher@dps.ohio.gov

Customer Service Assistant 2

(210008XK)

Job Duties

Ohio Department of Public Safety – Bureau of Motor Vehicles/International Registration Plan

Report in location: 1970 West Broad Street, Columbus, Ohio 43223

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; Process International Registration Plan (IRP) applications received in-house (e.g., review application form & evaluate supporting documentation for completeness, fraud & relationship to applicant; verify compliance with IRP, Ohio Revised Code (ORC), Ohio Administrative Code (OAC) &/or section requirements; research &/or query various databases to check for duplicates, existing accounts, &/or current status of account) in order to create, renew, &/or modify vehicle registration transactions; Independently follow up with IRP applicant to resolve incomplete applications &/or missing support documents; Refer complex applications to lead worker; Operate personal computer to create IRP vehicle registration transactions, review & approve applications submitted online, reprint IRP registration documents, &/or generate customer invoices for payment; Prepare applicable form letters &/or reject correspondence regarding IRP application processing.

Provide assistance regarding operational & procedural inquiries via telephone, e-mail or chat (e.g., questions pertaining to ODPS &/or BMV procedures, legislation in accordance with the ORC &/or federal regulations, the operational use of the Ohio Commercial Registration Online System (OHCROS), etc.); Address all related inquiries received from internal &/or external customers concerning IRP, Heavy Vehicle Use Tax (HVUT), Performance & Registration Information System (PRISM), & the Federal Motor Carriers Safety Administration (FMCSA).

Maintain records, document production logs, & reports regarding the disposition of in-house IRP application processing; Assist in providing training to new customer service assistants; Perform other related duties as assigned (e.g., attend meetings, work on special projects, operate copy/fax machine, open mail, file, etc.).

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.

Major Worker Characteristics

KNOWLEDGE: Public Relations; (*) Agency Policies & Procedures (ODPS & BMV).

SKILL: Word Processing (Microsoft Office applications); Equipment Operations (General office equipment).

ABILITY: Reasoning: deal with problems involving several variables in familiar context; define problems, collect data, establish facts & draw valid conclusions; Numerical: add, subtract, multiply & divide whole numbers; Clerical: gather, collate & classify information about data, people or things; Interpersonal: cooperate with co-workers on group projects; ANSWER ROUTINE TELEPHONE INQUIRES FROM PUBLIC; handle sensitive inquiries from & contacts with officials & general public.

(*) Developed after employment.

Supplemental Information

UNUSUAL WORKING CONDITIONS: May be confined to desk answering telephone for 6.5 – 7 hours per day.

This position may be filled by a layoff or certification eligibility list.

This position will be filled in accordance with the applicable bargaining agreement

This position is currently remote (work from home) but is subject to change to regular, in-office work, at any time.

Background Check Information

A BCI fingerprint check, tax check and background check, may be required on all selected applicants.

A comparative analysis and/or drug-test may be a requirement of the hiring process.

Recommended Skills

• Public relations
• Word processing
• Microsoft Office
• Customer service
• Data collection