Customer Service Assistant 2

Ohio Department of Administrative Services•Columbus, OH

16h•Hybrid

About The Position

This position is currently remote (work from home) but can be subject to change to regular, in-office work. The Customer Service Assistant will respond to inquiries, requests for information, and complaints that require in-depth knowledge of applicable laws, rules, policies, and procedures. They will greet and respond to in-person, telephone, and written inquiries in a professional, courteous, friendly, respectful, and timely manner to ensure positive internal and/or external customer service. The role involves listening carefully to customer questions or concerns, asking appropriate follow-up questions to verify understanding, and providing complete, knowledgeable, accurate, and precise responses immediately or committing to a timeframe for a response. The assistant will follow up to ensure all customer questions or concerns have been thoroughly answered, respond to inquiries received from the Cisco Finesse phone system, maintain unit standards and procedures, and respond to live chat, email, and mail from the general public and other constituents.

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
Equivalent of Minimum Qualifications for Employment noted above

Nice To Haves

Customer Service

Responsibilities

Respond to inquiries, requests for information &/or complaints that require in-depth knowledge of applicable laws, rules, policies & procedures as they pertain in given situation
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 to internal &/or external customer questions &/or concerns & 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
Respond to inquiries received from the Cisco Finesse phone system
Maintain unit standards & procedures as outlined within the section
Respond to live chat e-mail & mail from the general public & all other constituents