Customer Service Assistant 3 (PN 20014494)

Ohio Department of Administrative Services•Columbus, OH

2d•Onsite

About The Position

The Bureau of Vital Statistics 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 an experienced customer service specialist to provide information and communicate procedures to obtain or amend vital records. This job entails the following tasks: Works with the records management supervisors to ensure productive workflow & review processes regarding the birth & death records (e.g., legal changes) Mains an in-depth knowledge of applicable laws, rules, policies & procedures (e.g., registration, special registration, vital records change process) in order to respond to difficult inquiries or those referred by customer service & clerical support staff (e.g., issues impacting adoptions, data correction & registration) & independently determines appropriate action for resolution Responds to email inquiries (e.g., via email &/or phone call) regarding Vital Statistics processes & procedures Assists customer service staff in the special registration unit in comparing original vital records with change document requests (e.g., birth & death affidavits), verifies accuracy & completeness of information prior to processing, & implements appropriate amendments Drafts specific correspondence needed to correct problems (e.g., incorrect documentation, insufficient information, birth or death verification) Provides guidance & assistance to customers in person, in writing, by e-mail & by telephone (e.g., front lobby visitors, general public, local health departments, branches of armed services, probate courts, hospitals, social service agencies, passport offices) with information &/or instructions on how to submit the correct documentation (e.g., home births, surrogates, adoptions) Collaborates with other units (e.g., Customer Service, Help Desk & Fulfillment Unit) to resolve issues related to having the appropriate information on file for processing legal paperwork (e.g., adoptions, affidavits, paternity affidavits, & court ordered corrections) This position will report to 4200 Surface Road, Columbus, Ohio, working in office Monday - Friday during core business hours.

Requirements

12 mos. trg. or 12 mos. exp. in office practices & procedures of which 3 mos. involved operation of various office equipment AND 12 mos. trg. or 12 mos. exp. in public relations or customer service to include techniques for dealing with difficult people AND 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 AND 9 mos. trg. or 9 mos. exp. in typing, keyboarding, data entry, or word processing AND 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.

Nice To Haves

Associates or advanced degree in public relations
Experience resolving stakeholder complaints
Experience with computer software (e.g., Excel, Word)
Experience in analyzing and applying rules and regulations for compliance
Experience in verifying legal documentation
Experience in the field of vital statistics
Experience providing written and electronic communications (e.g., writing reports, entering data comments, sending e-mail correspondence)

Responsibilities

Works with the records management supervisors to ensure productive workflow & review processes regarding the birth & death records (e.g., legal changes)
Maintains an in-depth knowledge of applicable laws, rules, policies & procedures (e.g., registration, special registration, vital records change process) in order to respond to difficult inquiries or those referred by customer service & clerical support staff (e.g., issues impacting adoptions, data correction & registration) & independently determines appropriate action for resolution
Responds to email inquiries (e.g., via email &/or phone call) regarding Vital Statistics processes & procedures
Assists customer service staff in the special registration unit in comparing original vital records with change document requests (e.g., birth & death affidavits), verifies accuracy & completeness of information prior to processing, & implements appropriate amendments
Drafts specific correspondence needed to correct problems (e.g., incorrect documentation, insufficient information, birth or death verification)
Provides guidance & assistance to customers in person, in writing, by e-mail & by telephone (e.g., front lobby visitors, general public, local health departments, branches of armed services, probate courts, hospitals, social service agencies, passport offices) with information &/or instructions on how to submit the correct documentation (e.g., home births, surrogates, adoptions)
Collaborates with other units (e.g., Customer Service, Help Desk & Fulfillment Unit) to resolve issues related to having the appropriate information on file for processing legal paperwork (e.g., adoptions, affidavits, paternity affidavits, & court ordered corrections)

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