Customer Service Assistant 2

State of Ohio; Columbus (OH); On-site; USD 27,000 - 38,000; Full time

Job summary

The Ohio Department of Job and Family Services (ODJFS) seeks a Customer Service Assistant 2 in Columbus to respond to inquiries, process hearing requests across SNAP, Medicaid, and other programs, and maintain accurate records. You will work with confidential data and support program outcomes through coordinated communications and documentation. Standard hours are Monday through Friday, with a 7:00 a.m.

to 6:00 p.m. window and a focus on timely, professional service.

Qualifications

• 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
• Job Skills: Customer Service

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 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 handles 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.

Skills

Customer Service

Tools

Outlook

Microsoft Office

Adobe

Tableau

Job description

All job postings will expire at 11:59 PM Eastern Time on the application deadline.

Customer Service Assistant 2

Organization:

Job & Family Services

Agency Contact Name and Information:

[e-mail]

Compensation:

$23.65

Schedule:

Permanent - Full Time

Work Hours:

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

Classified Indicator:

Classified

Union:

OCSEA

Primary Job Skill:

Customer Service

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

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.

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 handles 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.

Location

This position will be headquartered in the James A. Rhodes State Officer Tower - 30 E. Broad Street, Columbus, OH 43215.

Travel

Travel required, as needed. Must provide own transportation or, in order to operate a state vehicle, you must have a valid drivers license.

Pay Information

Starting salary for non-state employees will be the Step 1 of pay range 28. The current pay table can be found here: OCSEA Pay Schedule

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.

Additional Information

Selection Priority Notice

Current employees of ODJFS in theOCSEAunion have selection rights before all other applicants. Applications from all other candidates will only be considered if an internal OCSEAapplicant is not selected for this position.

Background check information

The final candidate selected for this position will be required to undergo a criminal background check. Some positions may require fingerprinting. Criminal convictions do not necessarily disqualify candidates from consideration.

Why Work for the State of Ohio:

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*. 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.

Qualifications

• 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

ADA Statement:

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. If you require an accommodation based on a disability for any step of the selection process, please contact [e-mail].

Drug-Free Workplace:

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.