REMOTE - Customer Service Representative (20037662)

REMOTE - Customer Service Representative (20037662)

The Ohio Department of Job and Family Services (ODJFS) is a $3.5 billion agency with approximately 2,500 employees. ODJFS develops and supervises the state's public assistance, workforce development, unemployment insurance, child and adult protective services, adoption, childcare, and child support programs. ODJFS' mission is to improve the well-being of Ohio's workforce and families by promoting economic self-sufficiency and ensuring the safety of Ohio's most vulnerable citizens.

At ODJFS, we offer our employees a rewarding work experience in public service helping Ohioans achieve a sustainable lifestyle that includes generous benefit options and a flexible work life balance making our agency a great place to work!

• Low-cost health care benefits with FREE dental and vision
• Guaranteed 11 paid holidays each year
• Significant employer paid OPERS contributions
• Employee tuition reimbursement programs
• Wellness incentives for healthcare participants
• And much more!

To learn more about ODJFS, please visit our website at www.jfs.ohio.gov, find us on LinkedIn and follow us on Facebook.

Major Duties and Responsibilities

Under general supervision, operates soft panel telephone and personal computer with Windows application and applicable software applications in order to assist customers with new registrations or updating existing registrations; assists customers from an assigned queue of calls, emails, and/or chats; independently conducts interviews to determine customer needs (e.g., registration; referral to partner services or other program areas); refers customers to support services and programs (e.g., Work Opportunity Tax Credit [WOTC]; Ohio Job Insurance/Unemployment Insurance [OJI/UI]; Vet Services or OhioMeansJobs [OMJ] Centers) via phone, chats, and/or email; makes entries in additional systems (Advancement through Resources, Information, and Employment Services [ARIES] or OJI) and follows up to ensure activities are completed; serves as team member for Career Coaching feature of OhioMeansJobs.com; assist job seekers understanding next steps pertaining to OMJ activities; registers new applicants or updates previous applications for employment using ARIES; interviews job seeker to determine personal and work history in order to assess skills, aptitude, physical limitations, job interest, and readiness; develops mutually agreed upon employability plan to access employment/training opportunities and to address barriers which may negatively impact successful job outcomes; instructs and informs job seekers on labor market information and how to access employment opportunities; uses OMJ site to match job seekers and employers based on needs and requirements; contacts job seekers regarding job referrals to employment opportunities; responds to job seeker concerns regarding appropriateness, quality, and number of job referrals; contacts job seeker to track and enter appropriate placement information in ARIES; records and maintains ongoing account of service activities provided to job seeker on appropriate screens in ARIES (e.g., case management); identifies post-employment training opportunities; provides guidance to customers (e.g., registration; create; post and/or upload resumes; career profile assessment); assists employers, job seekers, youth, and workforce professionals to understand intent and scope of account services and other options to meet the specific needs; researches and responds to inquiries and complaints; provides technical advice to aid customers in decision making.

Serves as Ohio Department of Job and Family Services (ODJFS), Office of Workforce Development (OWD), OMJ team member; performs Wagner-Peyser duties by assisting internal ODJFS staff, external job seekers, OMJ Partners, other State agencies, and customers; assists job seekers with finding new and/or better employment opportunities; assists employers in finding new employees or retraining and/or providing additional training opportunities to current staff; assists workforce professionals, employers, and job seekers in learning where to find additional assistance such as funding opportunities for school or funding for retraining current/future staff; instructs customers on navigation of OMJ systems.

Performs other related duties as assigned (e.g., participates in staff meetings; travels to attend trainings; operates personal computer to produce correspondence, reports, and other documents; maintains logs, records, and files)

The following are the minimum qualifications for this position. Applicants must specifically identify how the required job qualifications are met in the Education and/or Work Experience – “Job Duties” Sections of the application.

To meet the minimum qualification for this position you have (2) options:

Option #1

Ability to add, subtract, multiply & divide, calculate fractions, decimals & percentages, and read, speak and write common English vocabulary AND (12) months training OR (12) months experience in office practices & procedures AND (3) months training OR (3) months experience in interviewing or questioning customers to solicit pertinent information to provide certain services AND (3) months training OR (3) months experience in public relations/customer service AND demonstrate skill to type data accurately using personal computer keyboard with typing speed of (25) net words per minute AND demonstrate proficiency in using personal computer with windows application of 3.1 or equivalent.

In addition to preceding, applicants for positions in telephone registration centers must demonstrate ability to respond effectively to continuous succession of timed telephone calls to gather information while simultaneously entering data into computer system using personal computer keyboard with windows application of 3.1 or equivalent.

Option #2

Equivalent of Minimum Class Qualifications for Employment noted above.

Major Worker Characteristics

Knowledge of federal & state laws & departmental policies & procedures governing eligibility for & processing of unemployment insurance claims & providing employment services; * office practices & procedures; human relations/pubic relations/customer service; interviewing; basic English vocabulary. Skill in typing to enter/update data into multiple screens necessary to provide service; operation of personal computer using windows application of 3.1 or equivalent. Ability to interview/question applicants/claimants to gather necessary information to define problem, establish facts & draw valid conclusions; add, subtract, multiply & divide whole numbers & calculate fractions decimals & percentages to calculate deductible earnings, make approximations, complete time sheets & other basic calculations; gather collate & classify information about data, people or things; in TRC only, answer continuous succession of timed telephone calls to gather customer/claimant information while simultaneously entering data into applicable computer system using personal computer keyboard in windows environment; physically operate personal computer; communicate verbally by telephone, face-to-face & in writing to convey & receive information to meet customer's need using basic English vocabulary.

(*) Developed after employment.

Supplemental Information

Unless required by legislation or union contract, starting salary will be the minimum salary of the pay range (step 1, currently $21.38 per hour) associated with this position.

All answers to the supplemental questions must be supported by the work experience/education provided on your civil service application.

When contacted for an interview, an applicant who requires special accommodations due to a disability should notify the office at that time so proper arrangements can be made for the interview.

REMOTE Details

This position, upon approval, may work remotely and require occasional in-person work for training, meetings, and other operational needs. Successful candidates must have and maintain internet at their remote location during normal working hours. Employees will have access to shared workspaces at an ODJFS location. Employees must reside in Ohio and within a reasonable distance to their assigned work location to respond to workplace reporting requirements.

Status of Posted Positions

You may check the status of your application online by signing into your profile and clicking the “My Jobpage” tab to view completed submissions and submission details. If you have questions/inquiries, other than your application status, please direct them to the HR_Support_Center@jfs.ohio.gov.

TRAVEL REQUIRED, AS NEEDED. MUST PROVIDE OWN TRANSPORTATION OR, IN ORDER TO OPERATE A STATE VEHICLE, YOU MUST HAVE A VALID DRIVERS LICENSE.

The final candidate selected for the position will be required to undergo a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant's prior criminal convictions will be made excluding an applicant from consideration.