Customer Service Representative (CSR)

Taleo; Columbus (OH); On-site; USD 34,000 - 43,000; Full time

Benefits offered by this job

Medical Coverage

Paid time off

Education and Development

Public Retirement Systems

Job summary

The Ohio Department of Job and Family Services (ODJFS) - Office of Workforce Development in Columbus seeks a Customer Service Representative to assist users of the OhioMeansJobs website and ARIES system, guiding employers and job seekers through the state’s workforce tools.

This full-time CSR focuses on accurate data entry, clear communication, and helping customers navigate programs like Cash and Food Assistance and Unemployment Insurance while delivering responsive service with a teamwork

Qualifications

• Ability to perform basic arithmetic and use English vocabulary.
• 12 months of office practices or related experience.
• 3 months experience in interviewing or questioning customers.
• 3 months experience in public relations or customer service.
• Typing speed of 25 WPM and basic Windows skills.
• Must have own transportation.

Responsibilities

• Work with a team to assist system users including the public, local area, and State staff.
• Assist customers and employers to navigate the OhioMeansJobs.com website.
• Guide users to ARIES System navigation and usage.
• Report system and account issues using a formal tool.
• Review customer activities to provide information to other agency parts.
• Troubleshoot system and account issues with staff.

Skills

Customer Service

Attention to Detail

Listening

Verbal Communication

Education

Equivalent of Minimum Class Qualifications for Employment

Job description

Job Description - Customer Service Representative (CSR) (260005RI)

Customer Service Representative (CSR) ( 260005RI )

Organization

Job & Family Services

Work Location

James A Rhodes Office Tower 37 30 East Broad Street 37th Floor Columbus 43215

Primary Location

United States of America-OHIO-Franklin County-Columbus

Compensation : $24.88

Schedule

Full-time

Union : OCSEA

Primary Job Skill

Customer Service

Technical Skills : Customer Service

Professional Skills : Attention to Detail, Customer Focus, Listening, Verbal Communication

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.

Job Description

Office of Workforce Development

The Office of Workforce Development (OWD) administers several federal workforce programs and oversees a network of local OhioMeansJobs centers, which provide free job training and other services for Ohioans looking for work and employers seeking workers. OWD also assists job seekers through OhioMeansJobs.com, an online job matching system that brings both employers and job seekers to one easy-to-use website. Learn more about the office by visiting the ODJFS OWD webpage .

What You Will Do

• Work with a team to assist the Office of Workforce Development system users. The users include the public, local area, and State staff.

• Assist customers and employers to navigate the OhioMeansJobs.com (OMJ) website.

• Assist local area and state staff to navigate the Advancement through Resources, Information, and Employment Services (ARIES) System.

• Report system and account issues using a formal reporting tool.

• Review customers activities in the system to provide information to other parts of the agency.

• Work with other staff to troubleshoot system and account issues.

Recommended Skills

• Ability to learn and apply innovative technology in a fast-paced environment.

• Customer service experience through technology (phone calls, chat and/or using a ticketing system).

• Experience dealing with challenging customers while remaining professional.

• Manage multiple priorities at the same time remaining calm.

Schedule

Full-time

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

Location: Rhodes State Officer Tower - 30 E. Broad Street, 37th Fl., Columbus, OH 43215

Travel: Travel may be required to attend in person meetings.

PN(s): 20042352, 20036950

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*. For a list of all the State of Ohio Benefits, visit our Total 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 )

Qualifications

The candidate, at minimum, must have the following:

Option 1:

• Ability to add, subtract, multiply & divide, calculate fractions, decimals & percentages, & read, speak & write common English vocabulary

• 12 mos. trg. or 12 mos. exp. in office practices & procedures

• 3 mos. trg. or 3 mos. exp. in interviewing or questioning customers to solicit pertinent information in order to provide certain services

• 3 mos. trg. or 3 mos. exp. in public relations/customer service

• Demonstrate skill to type data accurately using personal computer keyboard with typing speed of 25 net words per minute

• Demonstrate proficiency in using personal computer with windows application of 3.1 or equivalent

• Must provide own transportation

• In addition to preceding, applicants for positions in telephone registration centers must demonstrate ability to respond effectively to continuous succession of timed telephone calls to gather information while simultaneously entering data into computer system using personal computer keyboard with windows application of 3.1 or equivalent

Option 2:

• Equivalent of Minimum Class Qualifications for Employment noted above

Pay Information

This position is in the State of Ohio’s Pay Range 29. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $24.88per 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 29

Step 1

$24.88

Step 2

$25.61

Step 3

$26.54

Step 4

$27.56

Step 5

$28.76

Step 6

$30.10

Step 7

$31.47

Hourly

$24.88

$25.61

$26.54

$27.56

$28.76

$30.10

$31.47

Annual

$51,750

$53,269

$55,203

$57,325

$59,821

$62,608

$65,458

Months of Employment

At Hire

6 Months

18 Months

30 Months

42 Months

54 Months

66 Months

Supplemental Information

Selection Priority Notice OCSEA

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

ADA Notice

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

Background check information

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

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.

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.