Customer Service Assistant 3 (PN 20014494)

State of Ohio • Columbus, OH

2d • $24 • 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) 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) 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.
• ALL ANSWERS TO THE SUPPLEMENTAL QUESTIONS MUST BE SUPPORTED BY THE WORK EXPERIENCE/EDUCATION PROVIDED ON YOUR CIVIL SERVICE APPLICATION.

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)

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