Customer Service Assistant 3

The State of Ohio is a drugfree workplace which prohibits the use of (recreational /nonmedical cannabis). Please note this position may be subject to additional restrictions pursuant to the State of Ohio DrugFree Workplace Policy (HR39 and as outlined in the posting.

Bureau of Motor Vehicles

About Us: Our mission is to save lives reduce injuries and economic loss administer Ohios motor vehicle laws and preserve the safety and wellbeing of all citizens.

Ohio Department of Public Safety Bureau of Motor Vehicles/Office of Vehicle Services/Remittance Processing

Report in location: 1970 West Broad Street Columbus OH 43223

What Youll Do as a Customer Service Assistant 3:

Act as lead worker by providing work direction/assistance & training on daily basis to lowerlevel customer service assistants within the Remittance Verification Unit:

• Greet & respond to inperson telephone &/or written inquiries in a professional courteous friendly respectful & timely manner to ensure positive internal &/or external customer service;
• Listen carefully & ask appropriate followup 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;
• Followup to ensure all of the customers questions &/or concerns have been thoroughly answered;
• Serve as lead worker & assistant to unit supervisor in Remittance Processing Section;
• Provide work & direction to lowerlevel employees;
• Assist with assigning & monitoring work flow & production;
• Act as case quality control reviewer; Coach staff to correct reduce &/or eliminate errors;
• Train new employees to process work through Remittance computer systems;
• Provide additional oneonone training as needed;
• Research investigate &/or process more difficult problems to assist in the resolution of registration complexities;
• Obtain missing data to complete processing;
• Respond to difficult inquiries or those referred by lowerlevel employees;
• Inform lowerlevel employees of changes in rules regulations &/or procedures;
• Work with unit supervisor to monitor staff responses & interpretation on vehicle registration laws & Bureau of Motor Vehicle (BMV) policies & procedures;
• Operate personal computer & Remittance equipment to enter update log scan correct delete send data &/or retrieve &/or look up data to verify &/or give out information;
  Research documents;
• Perform a thorough investigation to resolve problems or issues;
• Assist supervisor in developing procedures to facilitate efficient prompt & accurate processing of all application reinstatement fee coupons check &/or money orders & other documents;
• Provide accurate telephone service to the public &/or internal sections in conjunction with the sections procedures & processes;
• Initiate contact to vendors concerning equipment problems updates etc.;
• Prepare memos &/or reports & provide information to supervisor on special projects;
• Performs other related duties as required (e.g. attends meetings trainings operates photocopier fax works on special projects retrieves & responds to requests for information etc..

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 drugtest may be a requirement of the hiring process.

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.

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 fulltime and parttime employees*. For a list of all the State of Ohio Benefits visit ourTotal 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.

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 Skills: Operational Support

Professional Skills: Customer Focus