Customer Service Assistant 2 (PN 20014469)

Customer Service Assistant 2

About Us: Our mission at the Ohio Department of Health (ODH) is advancing the health and well-being of all Ohioans. Our agency is committed to building a modern, vibrant public health system that creates the conditions where all Ohioans flourish.

What You'll Do: The Bureau of Vital Statistics (VS) operates a statewide system for the registration of births, deaths, and other vital events that happen within the state of Ohio. We are currently seeking a Customer Service Assistant 2 to provide information and communicate procedures to obtain or amend vital records. This position will:

• Respond to inquiries, requests for information and/or complaints from VS customers (e.g., front lobby visitors, general public, local health departments, branches of armed services, probate courts, hospitals, social service agencies, passport offices) that require in depth knowledge of applicable laws, rules, policies and procedures as they pertain to fulfilling requests for vital records and independently determines appropriate action for resolution
• Provide guidance and assistance to customers in person, in writing, and/or by telephone, on how to obtain vital records (e.g., certified copies of birth and death certificates, certified copies of paternity documents) and to communicate updates to order status
• Give instructions and explains procedures on how to review vital record documents, verify information, or make and apply changes to records (e.g. court orders, affidavits, paternity actions)
• Prepare certified copies of birth certificates, death certificates and paternity documents
• Prepare documents and correspondence (e.g., applications, affidavits, clarifying information letters) for public customers and local vital statistics offices
• Operate personal computer in order to search information and/or records (e.g. application request, index information) utilizing appropriate data sources (e.g., Ohio Vital Records System [OVRS], OnBase)
• Enter information and confirm services requested by customer utilizing database
• Search for records to locate correct information and correct record in appropriate data source
• Perform clerical support functions (e.g., answers phones, utilizes photocopier to make copies, pulls and files books, certifies documents)

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)

*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.

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. 

-Or equivalent of Minimum Qualifications for Employment noted above. 

Applications of those who meet the minimum qualifications will be further evaluated against the following criteria:

• Experience in public or human relations

• Experience in handling difficult/angry callers

• Experience working with computer software (e.g., Word, Excel)

• Experience providing written and electronic communications

• Experience handling a high volume of incoming calls

• Experience in handling confidential information

All eligible applications shall be reviewed considering the following criteria: qualifications, experience, education, and active disciplinary record.

Job Skills: Customer Service
Technical Skills: Clerical & Data Entry, Customer Service, Operational and Administrative Support, Public Relations
Professional Skills: Attention to Detail, Confidentiality, Customer Focus, Listening, Verbal Communication, Written Communication

ALL ANSWERS TO THE SUPPLEMENTAL QUESTIONS MUST BE SUPPORTED BY THE WORK EXPERIENCE/EDUCATION PROVIDED ON YOUR CIVIL SERVICE APPLICATION. Unless required by legislation, the selected candidate will begin at Pay Grade 28, Step 1 of the union (OCSEA) Pay Range Schedule ($22.96 per hour), with an opportunity for pay increase after six months ($23.56 per hour) of satisfactory performance and then a yearly raise thereafter.

APPLICATION PROCEDURES:  

All applicants must submit a completed Ohio Civil Service Application using the online TALEO System. Paper applications will not be considered. Applicants must clearly indicate how they meet the minimum qualifications and/or position specific minimum qualifications. Applicants are also encouraged to document any experience, education and/or training related to the job duties above. An assessment of these criteria may be conducted to determine the applicants who are interviewed.

EDUCATIONAL TRANSCRIPT REQUIREMENTS:  

Official educational transcripts are required for all post-high school educational accomplishments, coursework or degrees claimed on the application. Applicants will be required to submit an official transcript prior to receiving a formal offer of employment. Failure to provide transcripts within 5 working days of being requested will cause the applicant to be eliminated from further consideration.

Please note that a transcript is considered "official" only if it is an original copy from the educational institution and includes an institutional watermark, ink stamp or embossed stamp. Transcripts printed from the institution's website will not be accepted. ODH reserves the right to assess the academic credibility of an educational entity's award of a putative degree.

BACKGROUND CHECK NOTICE:

The final candidate selected for this position will be required to undergo a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant's prior criminal convictions will be made before excluding an applicant from consideration.

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.

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.