Customer Service Assistant 3 (Hybrid Eligible)

About Us:

Our mission is to save lives, reduce injuries and economic loss, administer Ohio's motor vehicle laws and preserve the safety and wellbeing of all citizens.

What You'll Do as a Customer Service Assistant 3:

Ohio Department of Public Safety - Bureau of Motor Vehicles/Suspension & Licensing/ALS & Points Processing

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

Will report in office one day a week & telework 4 days a week. Subject to change.

Act as lead worker by providing work direction/assistance & training, on daily basis, to lower-level customer service assistants; 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 & 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; Serve as a lead worker & assistant to the section Chief, Asst. Chief & supervisors of the Driver License Suspensions Section; provide work & direction to lower-level Customer Service Assistants (CSAs) to assist with responses to inquiries received via telephone; Work within the section to monitor staff responses & interpretation of BMV rules & regulations (e.g., Driver License laws, reinstatement requirements of driving privileges, driver license suspensions, driver record information, duplicate & original license applications, procedures for renewing &/or updating physically & medically restricted licenses); Assign & distribute work to be completed for special projects; Inform staff of new information regarding changes in rules & regulation within the ODPS & new statewide legislation to be implemented; Develop training manuals for the units; Train all new employees within the unit.

Act as a liaison between the staff in other sections & the Driver License Suspension Staff to clarify any uncertainty in rule interpretations to assure correct & accurate information is being issued by the CSA staff concerning driver record & with or without driver/identification card issuances; Gather information from staff to assist in formulating various reports.

Research more difficult inquiries received from staff & perform a thorough investigation to resolve complaints from the general public, law enforcement agencies, other governmental agencies, etc. to resolve problems or issues; Performs other related duties as required (e.g., attends meetings, trainings, operates photocopier, fax, microfilm copier, retrieves & responds requests for information etc.).

What’s in it for you:

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

• Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.

Dental, Vision and Basic Life Insurance

• Dental, vision, and basic life insurance premiums are free after completed eligibility period. Length of eligibility period is dependent on union representation.

Time Away From Work and Work/Life Balance

• Paid time off, including vacation, personal, and sick leave
• 11 paid holidays per year
• Childbirth/Adoption leave

Employee Development Funds

• The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.

Ohio Public Employees Retirement System

• OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee’s salary. Visit the OPERS website for more information.

Deferred Compensation

• The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website for more information.

12 mos. trg. or 12 mos. exp. in office practices & procedures of which 3 mos. involved operation of various office equipment; 12 mos. trg. or 12 mos. exp. in public relations or customer service to include techniques for dealing with difficult people; 12 mos. trg. or 12 mos. exp. in state &/or federal laws, rules, policies & procedures applicable to assigned inquiries, requests, complaints &/or transactions to be processed; 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 9 mos. exp. as Customer Service Assistant 1, 64431.

• Or 6 mos. as Customer Service Assistant 2, 64432.

• Or equivalent of Minimum Class Qualifications For Employment noted above.

Job Skills: Customer Service

Technical Skill: Customer Services

Professional Skill: Customer Focus

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.

Major Worker Characteristics

KNOWLEDGE: Lead Work; Public Relations; (*) Agency Policies & Procedures (ODPS & BMV); Law (ORC & OAC).

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

ABILITY: Reasoning: deal with problems involving several variables in familiar context; Numerical: add, subtract, multiply & divide whole numbers; Verbal: comprehend simple sentences with common vocabulary; prepare meaningful, concise & accurate reports; Clerical: gather, collate & classify information about data, people or things; Interpersonal: work alone on most tasks; 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.

• A BCI & FBI 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.