Customer Service Assistant 3

Ohio Department of Public Safety - Bureau of Motor Vehicles/Office of Vehicle Services/Remittance Processing

Report in location: 1970 West Broad Street, Columbus, OH 43223

What You'll Do as a Customer Service Assistant 3:

Act as lead worker by providing work direction/assistance & training, on daily basis, to lower-level customer service assistants within the Remittance Verification Unit:

• Greet & respond to in-person, telephone &/or written inquiries in a professional, courteous, friendly, respectful, & timely manner to ensure positive internal &/or external customer service;
• Listen carefully & ask appropriate follow-up questions to verify understanding;
• Provide a complete, knowledgeable, accurate, precise response immediately or provide a firm commitment as to when a response will be provided;
• Follow-up to ensure all of the customer's questions &/or concerns have been thoroughly answered;
• Serve as lead worker & assistant to unit supervisor in Remittance Processing Section;
• Provide work & direction to lower-level employees;
• Assist with assigning & monitoring work flow & production;
• Act as case quality control reviewer; Coach staff to correct, reduce &/or eliminate errors;
• Train new employees to process work through Remittance computer systems;
• Provide additional one-on-one training as needed;
• Research, investigate &/or process more difficult problems to assist in the resolution of registration complexities;
• Obtain missing data to complete processing;
• Respond to difficult inquiries or those referred by lower-level employees;
• Inform lower-level employees of changes in rules, regulations &/or procedures;
• Work with unit supervisor to monitor staff responses & interpretation on vehicle registration laws & Bureau of Motor Vehicle (BMV) policies & procedures;
• Operate personal computer & Remittance equipment to enter, update, log, scan, correct, delete, send data, &/or retrieve &/or look up data to verify &/or give out information;
  
  Research documents;
• Perform a thorough investigation to resolve problems or issues;
• Assist supervisor in developing procedures to facilitate efficient, prompt & accurate processing of all application, reinstatement fee coupons, check &/or money orders & other documents;
• Provide accurate telephone service to the public &/or internal sections in conjunction with the section's procedures & processes;
• Initiate contact to vendors concerning equipment problems, updates, etc.;
• Prepare memos &/or reports, & provide information to supervisor on special projects;
• Performs other related duties as required (e.g., attends meetings, trainings, operates photocopier, fax, works on special projects, retrieves & responds to requests for information etc.).

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.

Qualifications

12 mos. trg. or 12 mos. exp. in office practices & procedures of which 3 mos. involved operation of various office equipment; 12 mos. trg. or 12 mos. exp. in public relations or customer service to include techniques for dealing with difficult people; 12 mos. trg. or 12 mos. exp. in state &/or federal laws, rules, policies & procedures applicable to assigned inquiries, requests, complaints &/or transactions to be processed; 9 mos. trg. or 9 mos. exp. in typing, keyboarding, data entry, or word processing; 9 mos. trg. or 9 mos. exp. in operation of personal computer.

-Or 9 mos. exp. as Customer Service Assistant 1, 64431.

-Or 6 mos. as Customer Service Assistant 2, 64432.

-Or equivalent of Minimum Class Qualifications For Employment noted above.

Job Skills: Customer Service

Technical Skills: Operational Support

Professional Skills: Customer Focus