Customer Service Assistant 2

State of Ohio • Akron, IA

15h • Onsite

About The Position

The Customer Service Assistant 2 works for the Ohio Department of Job and Family Services’ Bureau of State Hearings (BSH), within the Office of Legal & Acquisition Services. BSH handles appeals from individuals who disagree with decisions about public benefits, ensuring that people can present their cases and receive clear, timely appeal decisions. The bureau serves individuals receiving Medicaid, SNAP, Ohio Works First, Child Care, Child Support, Adoption Assistance, and Prevention Retention and Contingency (PRC).

The position responds to inquiries and complaints that require knowledge of relevant laws, rules, policies, and procedures. It processes and tracks hearing requests, reviews appeals and supporting documentation, and prepares appeal records and dockets using information from multiple systems. The role also provides customer assistance by phone, email, chat, and in person; processes expedited hearing requests; and handles sensitive information, including FTI and HIPAA-protected information.

The position is headquartered at the James A. Rhodes State Office Tower in Columbus, Ohio. Travel is required as needed. The employee must provide their own transportation or have a valid driver’s license to operate a state vehicle. The position is permanent and full-time, with standard workdays Monday through Friday and hours between 7:00 a.m. and 6:00 p.m. The listed compensation is $23.65; starting salary for non-state employees is Step 1 of pay range 28.

Requirements

• At least 9 months of training or experience in office practices and procedures, or an equivalent combination meeting the minimum qualifications.
• At least 9 months of training or experience in public relations or customer service, including techniques for handling difficult people, or an equivalent combination meeting the minimum qualifications.
• At least 9 months of training or experience in typing, keyboarding, data entry, or word processing, or an equivalent combination meeting the minimum qualifications.
• At least 9 months of training or experience operating a personal computer, or an equivalent combination meeting the minimum qualifications.
• Must provide own transportation or have a valid driver’s license to operate a state vehicle when travel is required.
• The selected candidate must undergo a criminal background check; some positions may require fingerprinting.

Nice To Haves

• Knowledge of public assistance programs, state hearing processes, and related regulations.
• Excellent written and verbal communication skills.
• High attention to detail and ability to verify and interpret complex information.
• Proficiency with OBWP, SETS, SACWIS, HATSX, Microsoft Office Suite, and Outlook.
• Strong customer service and problem-solving abilities.
• Ability to prioritize tasks independently and make informed decisions.
• Ability to remain professional during sensitive or difficult interactions.

Responsibilities

• Respond to inquiries and complaints requiring knowledge of laws, rules, policies, and procedures.
• Process, track, and update hearing requests across SNAP, Medicaid, OWF, Child Care, Adoption Assistance, and PRC programs.
• Review hearing requests and related documentation to assess appeal validity, timeliness, and appropriate actions.
• Prepare appeal records and dockets by researching and verifying information across systems and shared inboxes.
• Assist customers by phone, email, chat, and in person; provide updates, resolve questions, and direct callers appropriately.
• Process expedited hearing requests and handle documents containing sensitive information, including FTI and HIPAA-protected information.
• Coordinate with coworkers, attend trainings, and use software and other tools to complete tasks and produce reports.
• Maintain logs, records, and files; participate in meetings and perform other assigned duties.

Benefits

• Medical coverage.
• Free dental, vision, and basic life insurance premiums after completion of the eligibility period.
• Paid time off, including vacation, personal, and sick leave, plus 11 paid holidays per year.
• Childbirth, adoption, and foster care leave.
• Education and development opportunities, including Employee Development Funds and Public Service Loan Forgiveness.
• Public retirement systems, including OPERS, STRS, SERS, and HPRS, and optional Ohio Deferred Compensation.

What This Job Offers

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