Customer Service Assistant 3

State of Ohio • Columbus, OH

6d • Onsite

About The Position

The Public Utilities Commission of Ohio (PUCO) regulates utility and transportation providers and works to ensure safe, reliable services for Ohioans. Its mission is to help residential and business consumers access adequate, safe, and reliable utility services at fair prices while facilitating competitive choices.

Within Business Resources (Docketing), which manages agency record retention and maintains the Certificate Database, the Customer Service Assistant 3 serves as a lead worker in the Administrative Division under general supervision. The position provides guidance and support to subordinate staff, assists management with daily operations and workflow coordination, maintains the certificate database, processes tariffs, prepares materials for Supreme Court filings, and performs other assigned duties. The employee identifies and reports potential issues or deficiencies, participates in teams developing procedures to improve electronic tariff filing processes, and compiles data for production reports while ensuring the accuracy and reliability of information.

Requirements

• 12 months of training or experience in office practices and procedures, including 3 months involving operation of various office equipment.
• 12 months of training or experience in public relations or customer service, including techniques for dealing with difficult people.
• 12 months of training or experience in state and/or federal laws, rules, policies, and procedures applicable to assigned inquiries, requests, complaints, and/or transactions.
• 9 months of training or experience in typing, keyboarding, data entry, or word processing.
• 9 months of training or experience operating a personal computer.
• Alternatively, 9 months of experience as a Customer Service Assistant 1 (64431).
• Alternatively, 6 months of experience as a Customer Service Assistant 2 (64432).
• Equivalent experience or training meeting the stated minimum class qualifications is accepted.

Responsibilities

• Serve as lead worker in the Administrative Division under general supervision from a supervisor.
• Provide first-line guidance and support to other subordinate staff.
• Assist management with day-to-day operational needs and workflow coordination.
• Maintain the certificate database.
• Process tariffs and prepare materials for Supreme Court filings.
• Identify and report potential issues or deficiencies to the supervisor and/or legal staff.
• Participate on teams to devise and implement procedures to enhance electronic tariff filing processes.
• Compile data for production reports and ensure the accuracy and reliability of information provided.
• Perform additional duties as assigned.

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 deferred compensation through Ohio Deferred Compensation.

What This Job Offers

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