Customer Service Assistant 2 - Multiple Positions

What You Will Do

Manage high-volume, consecutive inbound calls in a fast-paced queue environment for up to seven hours per day.

Resolve first-contact inquiries across multiple channels, including phone, email and live chat.

Provide structured, in-person assistance and walk-in triage for claimants at regional offices.

Research, verify, and update customer information across multiple CRM systems and case-specific databases.

Process digital documentation, track ticket progress, and record agent metrics and statistical data.

Apply active listening and effective de-escalation techniques when assisting upset, anxious, or hostile callers.

Recommended Skills

• Strong skills in omni-channel customer service, high-volume call center operations, in-person public service, and public relations.
• Excellent written communication for digital channels and clear, professional verbal communication for inbound calls.
• Proficient in computer use, simultaneous navigation of multiple databases, and standard contact center office practices.
• Strong critical thinking, problem-solving, and first-contact resolution abilities.
• Able to work effectively in a collaborative, team-driven contact center environment.
• Skilled in applying de-escalation techniques and maintaining calm, professional conduct in stressful or hostile situations.

Challenges

Handling emotionally charged calls with professionalism, using empathy and effective de-escalation strategies to move toward resolution.

Information

Should space not be available in office at one of the three listed locations, you must provide your own internet access. A minimum internet connection speed of 20Mbps download and 2Mbps upload is required. Satellite internet is not accepted.

Schedule

Full-time
Hours: Standard workdays are Monday through Friday.
Hours are 8:00 a.m. through 5:00 p.m.

Travel

May be required for occasional meetings for training or other operational needs.

Location

This position will be headquartered in an ODJFS facility in one of the following cities - Columbus, Akron, or Dayton.
This determination will take into account the proximity to the applicant’s home address.

Rhodes State Office Tower

30 E. Broad Street, Columbus, OH 43215

Akron

172 S. Broadway Street, Akron, OH 44308

Dayton

6680 Poe Avenue, Dayton, OH 45414

Position Number

Multiple positions are available

Option 1

The ideal candidate, at minimum, must have the following:

• 9 months training or 9 months experience in office practices & procedures AND
• 9 months training or 9 months experience in public relations or customer service that included techniques for handling difficult people AND
• 9 months training or 9 months experience in typing, keyboarding, data entry or word processing AND
• 9 months training or 9 months experience in operation of a personal computer.

Or 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 OCSEA Pay Schedule, Pay Range 28. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $23.65 per hour).

The 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.

Pay Range 28 Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7
Hourly$23.65$24.27$24.88$25.61$26.54$27.56$28.76
Annual$49,192$50,482$51,750$53,269$55,203$57,325$59,821

Months of Employment At Hire

6 Months 18 Months 30 Months 42 Months 54 Months 66 Months

Organization Job & Family Services Agency

Contact Name and Information
odjfscareers@jfs.ohio.gov

Unposting Date

Jul 15, 2026, 11:59:00 PM

Primary Job Skill

Customer Service

Technical Skills

• Computer Literacy
• Customer Research
• Data Entry
• Interviewing
• Communications
• Customer Service
• Public Relations
• Telecommunication Systems

Professional Skills

• Attention to Detail
• Critical Thinking
• Customer Focus
• Emotional Intelligence
• Problem Solving
• Time Management
• Verbal Communication
• Written Communication

Agency Overview

We support 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.