Customer Service Representative (CSR)

Ohio Department of Job and Family Services; Columbus (OH); On-site; USD 52,000 - 65,000; Full time

Job summary

The Ohio Department of Job and Family Services (ODJFS) Office of Workforce Development is seeking staff to assist users of the OhioMeansJobs system and related platforms. You will help customers, employers, and staff navigate key websites and ARIES, while working with a team to resolve issues and improve service delivery.

Responsibilities include assisting users of OMJ and ARIES, reporting issues, and handling multiple priorities in a public service environment.

Qualifications

• Ability to learn and apply innovative technology in a fast-paced environment.
• Customer service experience through technology (phone, chat, or ticketing).
• Experience dealing with challenging customers while remaining professional.

Responsibilities

• Assist users of the OhioMeansJobs and ARIES systems.
• Help customers and employers navigate OMJ website.
• Troubleshoot system and account issues with staff collaboration.
• Report system and account issues using a formal tool.
• Review customer activities to provide information across the agency.

Skills

Customer service

Technology literacy

Multi-tasking

Professional communication

Education

Minimum Class Qualifications for Employment (as noted)

Tools

Windows 3.1

Ticketing system

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

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

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 Pay Range 29. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $24.88 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.

• Step 1 Hourly $24.88 Annual $51,750
• Step 2 Hourly $25.61 Annual $53,269
• Step 3 Hourly $26.54 Annual $55,203
• Step 4 Hourly $27.56 Annual $57,325
• Step 5 Hourly $28.76 Annual $59,821
• Step 6 Hourly $30.10 Annual $62,608
• Step 7 Hourly $31.47 Annual $65,458

Months of Employment: At Hire 6 Months 18 Months 30 Months 42 Months 54 Months 66 Months

[e-mail]

Agency Overview

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.