Customer Service Assistant 2 (PN 20014469)

State of Ohio • Columbus, OH

9d • Onsite

About The Position

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.

Requirements

• 9 mos. trg. or 9 mos. exp. in office practices & procedures
• 9 mos. trg. or 9 mos. exp. in public relations or customer service that included techniques for handling difficult people
• 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
• 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

Responsibilities

• 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)

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: Mid Level
• Education Level: No Education Listed