Customer Service Assistant 2

What You Will Do

As a Customer Service Assistant 2, your job duties inlcude but are not limited to:

• Independently handles incoming inquiries via telephone or correspondence from interested parties regarding various aspects of their case before "the Commission".
• Grants or deny reassignments and/or postponement requests via interested parties.
• Serves as a liaison between the Chief HO and "the Commission" customers (e.g. claimants, employers, representatives and internet customers) resolving problems and handling issues relating to the appeal(s).
• Support and assist hearing officers by taking incoming calls for scheduled telephone hearings.
• Electronically record through database management case specific information (i e. names and titles of interested parties, telephone numbers, witnesses) which enable the Hearing Officer to connect the parties and begin the hearing.
• Notifies parties of activity in their case via verbal, written or telephone.
• Assists and supports Program Administrator 2 (PA2) of routine and administrative duties to include processing unemployment appeals, researching & analyzing additional appeals and Director's files to determine status
• Review "the Commission" policies/procedures as they pertain to appeal on record.
• Serves as liaison between "the Commission" and UC Benefits (e.g., case records and jurisdiction).
• Prepares statistical data for PA2; works on special projects as directed by PA2.
• Performs other related duties as assigned (e.g., customer service daily administrative functions to include backup with file copy, mail processing overpayments, subpoenas, dismissals, withdrawals, & vacates).

Schedule: Full-Time

Hours: Standard workdays are Monday through Friday. Hours are between 8:30 a.m. and 5:00 p.m.

Location: This position will be headquartered at Rhodes State Officer Tower - 30 E. Broad Street, Columbus, OH 43215

Travel: For training purposes and required Program Area meetings, occasional travel will be required.

PN(s): 20037602.

The ideal candidate, at minimum, must have the following:

OPTION 1

• 9 months training or experience in the following:
• Office practices & procedures
• Public relations or customer service that included techniques for handling difficult people
• Typing, keyboarding, data entry or word processing
• Operation of personal computer

OPTION 2

• The equivalent of minimum class qualifications for employment noted above.

Tips For Your Application

When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.

Pay Information

This position is in the State of Ohio's OCSEA Pay Schedule, Pay Range 28. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $23.65 per hour). These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below.

Pay Range 28

Step 1

Step 2

Step 3

Step 4

Step 5

Step 6

Step 7

Hourly

$23.65

$24.27

$24.88

$25.61

$26.54

$27.56

$28.76

Annual

$49,192

$50,482

$51,750

$53,269

$55,203

$57,325

$59,821

Months of Employment

At Hire

6 Months

18 Months

30 Months

42 Months

54 Months

66 Months