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Customer Service Assistant 2

State of Ohio · Columbus, OH · 2 wk ago
Customer Service$23.65/hrFull-time

About the Role

The Customer Service Assistant 2 serves as a liaison between the Chief Hearing Officer (HO), "the Commission," and customers (e.g., claimants, employers, representatives, and internet customers) to resolve problems and handle issues related to appeals. This role supports hearing officers, manages case-specific information, and assists with administrative duties.

Responsibilities

  • Independently handle incoming inquiries via telephone or correspondence regarding case details before "the Commission."
  • Grant or deny reassignments and/or postponement requests from interested parties.
  • Resolve problems and handle issues relating to appeals for customers.
  • Support hearing officers by taking incoming calls for scheduled telephone hearings.
  • Electronically record case-specific information (e.g., names, titles, telephone numbers, witnesses) in a database to enable hearing officers to connect parties and begin hearings.
  • Notify parties of case activity via verbal, written, or telephone communication.
  • Assist and support the Program Administrator 2 (PA2) with routine and administrative duties, including processing unemployment appeals, researching and analyzing additional appeals, and reviewing Director's files to determine status.
  • Review "the Commission" policies and procedures as they pertain to appeals on record.
  • Serve as a liaison between "the Commission" and UC Benefits (e.g., case records and jurisdiction).
  • Prepare statistical data for the PA2 and work on special projects as directed.
  • Perform other related duties, such as daily administrative functions (e.g., backup file copying, mail processing, handling overpayments, subpoenas, dismissals, withdrawals, and vacates).

Requirements

At minimum, candidates must meet one of the following qualifications:

  • Option 1: 9 months of training or experience in:
    • Office practices and procedures
    • Public relations or customer service, including techniques for handling difficult people
    • Typing, keyboarding, data entry, or word processing
    • Operation of a personal computer
  • Option 2: The equivalent of the minimum class qualifications for employment noted above.

Skills

Technical Skills

  • Basic Documentation
  • Computer Literacy
  • Data Entry
  • Clerical & Data Entry
  • Communications
  • Customer Service
  • Operational and Administrative Support
  • Records Management
  • Telecommunication Systems
  • Administrative support/services

Professional Skills

  • Adaptability
  • Attention to Detail
  • Building Trust
  • Conflict Management
  • Cultural Awareness
  • Customer Focus
  • Decision Making
  • Ethics and Values
  • Flexibility
  • Listening
  • Organizing and Planning
  • Problem Solving
  • Responsiveness
  • Teamwork
  • Time Management
  • Verbal Communication
  • Written Communication
  • Confidentiality

Schedule

  • Type: Full-Time
  • Hours: Standard workdays are Monday through Friday, 8:30 a.m. to 5:00 p.m.
  • Location: Rhodes State Office Tower, 30 E. Broad Street, Columbus, OH 43215
  • Travel: Occasional travel may be required for training and Program Area meetings.

Pay

This position is in the State of Ohio’s OCSEA Pay Schedule, Pay Range 28. Starting salary is the minimum of the pay range (Step 1, currently $23.65 per hour) unless required by legislation or union contract. Pay increases occur after 6 months of employment and annually thereafter. Cost of Living Adjustments (COLA) increase wages in these ranges each fiscal year.

Step Hourly Annual Months of Employment 1 $23.65 $49,192 At Hire 2 $24.27 $50,482 6 Months 3 $24.88 $51,750 18 Months 4 $25.61 $53,269 30 Months 5 $26.54 $55,203 42 Months 6 $27.56 $57,325 54 Months 7 $28.76 $59,821 66 Months

Agency Overview

The Unemployment Compensation Review Commission ("the Commission") is composed of three members appointed by the Governor and a team of attorney hearing officers and administrative support staff. The Commission is independent of the Ohio Department of Job and Family Services (ODJFS) and conducts fair due process hearings on unemployment insurance matters. The Commission may affirm, reverse, remand, or modify ODJFS decisions after reviewing the facts. It holds "de novo" or full hearings on appeal, offering customers a new review of disputed unemployment insurance issues in a fair and efficient manner. The Commission aspires to conduct business with consistency, fairness, integrity, efficiency, and respect for those it serves.

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