Customer Service Assistant 2 - Multiple Positions

State of Ohio • Columbus, OH

5d • Hybrid

About The Position

The Office of Unemployment Insurance Operations (OUIO) administers Ohio's unemployment insurance program, which provides short-term income to unemployed workers who lose their jobs through no fault of their own. This role involves managing high-volume, consecutive inbound calls, resolving first-contact inquiries across multiple channels (phone, email, live chat), and providing in-person assistance at regional offices. The position requires researching and updating customer information, processing digital documentation, and tracking agent metrics. It also involves handling emotionally charged calls with professionalism, using empathy and effective de-escalation strategies.

Requirements

• 9 months training or 9 months experience in office practices & procedures
• 9 months training or 9 months experience in public relations or customer service that included techniques for handling difficult people
• 9 months training or 9 months experience in typing, keyboarding, data entry or word processing
• 9 months training or 9 months experience in operation of a personal computer
• A minimum internet connection speed of 20Mbps download and 2Mbps upload is required (if office space is not available). Satellite internet is not accepted.
• Criminal background check required.

Nice To Haves

• 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

Responsibilities

• 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

Benefits

• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed