Customer Service Assistant 2

Ohio Bureau of Motor Vehicles

About Us: Our mission is to save lives, reduce injuries and economic loss, administer Ohio's motor vehicle laws and preserve the safety and wellbeing of all citizens.

Ohio Department of Public Safety - Bureau of Motor Vehicles/International Registration Plan

Report in location: 1970 West Broad Street, Columbus, OH 43223

Respond to inquiries, requests for information &/or complaints that require in-depth knowledge of applicable laws, rules, policies & procedures as they pertain in given situation:

• Greet & respond to telephone &/or written inquiries in a professional, courteous, friendly, respectful, & timely manner to ensure positive internal/external customer service;
• Listen carefully to internal &/or external customer's questions &/or concerns & ask appropriate follow-up questions to verify understanding;
• Provide a complete, knowledgeable, accurate, precise response immediately or provide a firm commitment as to when a response will be provided;
• Follow-up to ensure all of the customer's questions &/or concerns have been thoroughly answered;
• Process International Registration Plan (IRP) applications received in-house (e.g., review application form & evaluate supporting documentation for completeness, fraud & relationship to applicant; verify compliance with IRP, Ohio Revised Code (ORC), Ohio Administrative Code (OAC) &/or section requirements; research &/or query various databases to check for duplicates, existing accounts, &/or current status of account;) in order to create, renew, &/or modify vehicle registration transactions;
• Independently follow up with IRP applicant to resolve incomplete applications &/or missing support documents;
• Refer complex applications to lead worker;
• Operate personal computer to create IRP vehicle registration transactions, review & approve applications submitted online, reprint IRP registration documents, &/or generate customer invoices for payment;
• Prepare applicable form letters &/or reject correspondence regarding IRP application processing;
• Provide assistance regarding operational & procedural inquiries via telephone &/or email (e.g., questions pertaining to ODPS &/or BMV procedures, legislation in accordance with the ORC &/or federal regulations, the operational use of the Ohio Commercial Registration Online System (OHCORS), etc.);
• Address all related inquiries received from internal &/or external customers concerning IRP, Heavy Vehicle Use Tax (HVUT), Performance & Registration Information System (PRISM), & the Federal Motor Carriers Safety Administration (FMCSA);
• Maintain records, document production logs, & reports regarding the disposition of in-house IRP application processing;
• Assist in providing training to new customer service assistants;
• Perform other related duties as assigned (e.g., attend meetings, work on special projects, operate copy & fax machine, open mail, file, etc.).

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website! Our benefits package includes:

• 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)

*Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

9 mos. trg. or 9 mos. exp. in office practices & procedures; 9 mos. trg. or 9 mos. exp. in public relations or customer service that included techniques for handling difficult people; 9 mos. trg. or 9 mos. exp. in typing, keyboarding, data entry or word processing; 9 mos. trg. or 9 mos. exp. in operation of personal computer. 

-Or equivalent of Minimum Qualifications for Employment noted above. 

Job Skills: Customer Service

UNUSUAL WORKING CONDITIONS: May be confined to desk answering telephone for 6.5 – 7 hours per day.

Background Information:

• A BCI fingerprint check, and background check, may be required on all selected applicants.

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.