• Job Description

  Req#: 110259
  
  Charles D Shipley Building (CDSB)
  1970 West Broad Street
  Columbus, 43223-1102
  
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  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.

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  What You'll Do as a Customer Service Assistant 2:

  Ohio Department of Public Safety - Bureau of Motor Vehicles/Telecommunications

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

  These positions are currently remote (work from home) but can be subject to change to regular, in-office work.

  Greet & respond to in-person, telephone &/or written inquiries from internal &/or external customers regarding the laws & procedures for vehicle registration, driver license issuance, driver examinations, suspensions, reinstatement requirements, procedures for renewing or updating physically & medically restricted driver licenses, general inquiries or driver license/registration status in a professional, courteous, friendly, respectful, & timely manner to ensure positive 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; Document correspondences with customers, as needed. Operate the Driver Examination (DX) Scheduling application; Live Chat with Bureau of Motor Vehicles (BMV) Customers.

  Operate personal computer to retrieve information from Ohio Department of Public Safety (ODPS) &/or Bureau of Motor Vehicles (BMV) systems on most inquiries to view & verify case status or customer information in appropriate situations; Send callback messages to other sections via Project Tracking System (PTS) Phone Log when required; Authorize submissions of documents from customers to update &/or correct DPS/BMV systems; Prepare callback requests when more detailed information must be supplied by the section; Research & prepare form letters & other communication regarding registration topics including registration renewals processed through the mail or internet/IVR; Assist during backlog situations for other sections within the BMV; Maintain daily activity log; Assists in providing training to new customer service assistants &/or cross training to customer service assistants from other work units (e.g., lets employee listen in calls & shadow performance of other tasks to learn how to handle them & apply appropriate laws, rules, legal interpretations, policies &/or procedures applicable to each situation) Perform other related duties as required (e.g. attend meetings, provide training/cross training to others, special projects, operate copy/fax machine, open mail, file, hand deliver messages/paperwork/mail & assist other units during backlog situations).

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  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.

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  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.
  
  Job Skills: Customer Service

  Technical Skill: Customer Service

  Professional Skill: Customer Focus

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  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.

  Background Information

  • A BCI/FBI fingerprint 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.

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  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.

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  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.

• About the company

  Ohio is a state in the Midwestern region of the United States. Of the fifty states, it is the 34th-largest by area, and with a population of nearly 11.8 million, is the seventh-most populous and tenth-most densely populated.

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