Customer Service Assistant 2

Ohio Department of Job and Family Services; Columbus (OH); On-site; USD 49,000 - 60,000; Full time

Job summary

Ohio Department of Job and Family Services (ODJFS) Bureau of State Hearings seeks a detail-oriented professional to manage inquiries, process hearings, and prepare records across SNAP, Medicaid, OWF, and related programs. You will respond to inquiries via phone, email, chat, and in person while ensuring timely, compliant handling of sensitive information.

The role requires knowledge of state regulations, strong communication, and proficiency with OBWP, SETS, SACWIS, HATSX, and Microsoft Office.

Qualifications

• Understanding of public assistance programs, state hearing processes, and related regulations.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to interpret complex information.
• Experience using OBWP, SETS, SACWIS, HATSX, and Microsoft Office.

Responsibilities

• Respond to inquiries and complaints requiring deep knowledge of laws, rules, policies and procedures.
• Process, track, and update hearing requests across multiple programs (SNAP, Medicaid, OWF, Child Care, Adoption Assistance, PRC).
• Review hearing requests and related documentation to determine appeal validity, timeliness, and appropriate actions.
• Prepare appeal records and dockets by researching and verifying information across systems.
• Provide customer assistance via phone, email, chat, and in-person interactions, offering updates and directing callers appropriately.
• Process expedited hearing requests and handle documents containing sensitive information (FTI, HIPAA).
• Coordinate with coworkers, attend trainings, and use tools like Outlook and Microsoft Office Suite, Adobe, Tableau to complete tasks and produce reports.
• Maintains logs, records, files, and participates in meetings or other assigned duties.

Skills

Public assistance knowledge

Communication skills

Attention to detail

Customer service

Decision making

Professionalism

Tools

OBWP

SETS

SACWIS

HATSX

Microsoft Office

Outlook

Job description

Office of Legal & Acquisition Services

The Bureau of State Hearings (BSH) handles appeals from individuals who disagree with decisions made about their public benefits. We make sure every person has a chance to present their case and receive a clear, timely decision regarding their appeal. BSH serves individuals who receive Medicaid, Supplemental Nutrition Assistance Program (SNAP), Ohio Works First, Child Care, Child Support, Adoption Assistance, and Prevention Retention and Contingency (PRC). Learn more about the Office by visiting the ODJFS BSH webpage.

What You Will Do

• Respond to inquiries and complaints requiring deep knowledge of laws, rules, policies and procedures.
• Process, track, and update hearing requests across multiple programs (SNAP, Medicaid, OWF, Child Care, Adoption Assistance, PRC).
• Review hearing requests and related documentation to determine appeal validity, timeliness, and appropriate actions.
• Prepare appeal records and dockets by researching and verifying information across systems such as OBWP, SETS, SACWIS, HATSX, and shared inboxes.
• Provide customer assistance via phone, email, chat, and in-person interactions, offering updates, resolving questions, and directing callers appropriately.
• Process expedited hearing requests and handle documents containing sensitive information (FTI, HIPAA).
• Coordinate with coworkers, attend trainings, and use tools like Outlook and Microsoft Office Suite, Adobe, Tableau to complete tasks and produce reports.
• Maintains logs, records, files, and participates in meetings or other assigned duties.

Preferred Skills

• Strong Knowledge of public assistance programs, state hearing processes, and related regulations.
• Excellent communication skills, both written and verbal.
• High attention to detail and the ability to verify and interpret complex information.
• Proficient with multiple software systems (OBWP, SETS, SACWIS, HATSX, Microsoft Office Suite, Outlook).
• Strong customer service and problem-solving abilities.
• Ability to independently prioritize tasks and make informed decisions.
• Ability to maintain professionalism when dealing with sensitive or difficult interactions.

Schedule: Full-time.

Hours: Standard workdays are Monday through Friday. Hours are between 7:00 a.m. and 6:00 p.m.

Location: Positions are headquartered at the James A Rhodes State Officer Tower - 30 E. Broad Street, Columbus, OH 43215.

Travel: Occasional travel within the state of Ohio.

PN(s): 20036628, 20045299, 20042325, 20042484.

Option 1

The candidate, at minimum, must have the following:

• 9 mos. trg. or 9 mos. exp. in office practices & procedures;
• AND 9 mos. trg. or 9 mos. exp. in public relations or customer service that included techniques for handling difficult people;
• 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.

Option 2

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

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

$23.65

Step 2

$24.27

Step 3

$24.88

Step 4

$25.61

Step 5

$26.54

Step 6

$27.56

Step 7

$28.76

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

Organization

Job & Family Services

Work Location

James A Rhodes Office Tower 31

Primary Location

United States of America-OHIO-Franklin County-Columbus

Classified Indicator

Classified

Union

OCSEA

Primary Job Skill

Customer Service

Technical Skills

Customer Service, Public Relations, Administrative support/services

Professional Skills

Attention to Detail, Customer Focus, Listening, Verbal Communication, Written Communication, Confidentiality

Agency Overview

Who We Are

The Ohio Department of Job and Family Services (ODJFS) supports Ohioans and their families through the following programs:

• Cash and Food Assistance
• Employment Services and Workforce Development
• Unemployment Insurance
• Adult Protective Services
• Child Support

Public service is an honorable way to serve the community in a hands-on dedicated way. You can make a difference in someone’s world!

Guiding Principles

• We will be a leader in customer satisfaction.
• We will have a reputation that attracts and retains talented, diverse, and dedicated employees.
• We get better at what we do every day.

Industry Category

• Human Services
• Public Policy