Customer Service Assistant 3 [IN-OFFICE]
Customer Service Assistant 3 [IN-OFFICE]
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Job Description
Ohio State Highway Patrols Mission
The Ohio State Highway Patrol provides unbiased professional public safety services through inclusion collaboration and innovation.
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 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.
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.
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.
Ohio Department of Public Safety - Ohio State Highway Patrol
Report In Location - 1970 W Broad Street Columbus 43223
THIS POSITION REPORTS INTO THE OFFICE 5 DAYS AWEEK
At the direction of the Administrative Officer 1 act as lead worker by providing work direction &/or assistance & training on a daily basis to lower-level customer service assistants in the Central Records Unit within the Ohio State Highway Patrol (OSHP):
Assist with organizing & coordinating records management program activities & operation of direct assistance of public records requests &/or interagency requests;
Research & respond to complaint letters; Furnish information & explain programs to the public legislators & news media etc.;
Act as case/quality control reviewer on a daily basis (e.g. monitor &/or review all types of requests to be sure they are being fulfilled properly);
Formulate standard letters in response to public records requests;
Review GovQA requests to ensure accuracy timeliness & completeness;
Assist with processing prioritizing disseminating & redacting of public records requests to maintain the expected level of quality customer service;
Receive document prepare & respond to all public records requests & interagency requests submitted to the division through GovQA telephone email fax letter or in person;
Monitor section email accounts for any public interagency &/or general information requests;
Assist in facilitating cross training & producing &/or maintaining section manuals for developmental opportunities;
Assist in ensuring the retention guidelines are complied with for all OSHP records;
Monitor & assist with the expungement/seal process;
Participate in the development & implementation of special projects by attending group meetings training sessions or seminars with section supervisors regarding the improvement of customer service;
Act as backup for lower-level customer service assistants during their absence peak period or as necessary;
Perform all other related duties as assigned.
UNUSUAL WORKING CONDITIONS
May be confined to desk answering telephone for 6.5 - 7 hours per day; may work second or third shift & weekends in units with 24 hour/7 days per week operations.
This position is essential meaning the duties this job performs are critical to the continued operations of the Ohio Department of Public Safety during a public safety emergency (OAC 123:& DAS Directive HR-D-11). This position will be required to report for duty during any public safety emergency.
Background Check Information
A BCI and FBI fingerprint check a background check including a polygraph examination may be required on all selected applicants.
A comparative analysis and/or drug-test may be a requirement of the hiring process.
To request a disability accommodation please email as soon as possible or at least 48 hours prior to the above referenced testing or interview date so any necessary arrangements may be made in a timely manner.
12 mos. trg. or 12 mos. exp. in office practices & procedures of which 3 mos. involved operation of various office equipment;
AND12 mos. trg. or 12 mos. exp. in public relations or customer service to include techniques for dealing with difficult people;
AND 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;
AND 9 mos. trg. or 9 mos. exp. in typing keyboarding data entry or word processing;
AND 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
Employment Type
Full-Time
