Customer Service Assistant 2 - Multiple Positions

Who We Are

The Ohio Department of Job and Family Services (ODJFS) supports Ohioans and their families through the following programs:

• Cash and Food Assistance
• Employment Services and Workforce Development
• Unemployment Insurance
• Adult Protective Services

• Child Support

  Public service is an honorable way to serve the community in a hands-on dedicated way. You can make a difference in someone’s world!

Guiding Principles

• We will be a leader in customer satisfaction.
• We will have a reputation that attracts and retains talented, diverse, and dedicated employees.
• We get better at what we do everyday.

Office of Unemployment Insurance Operations

The Office of Unemployment Insurance Operations (OUIO) administers Ohio's unemployment insurance program, which provides short-term income to unemployed workers who lose their jobs through no fault of their own. It reduces the hardship felt by families during periods of temporary unemployment and bolsters the local economies by maintaining the purchasing power of the unemployed worker. Learn more about the office by visiting the ODJFS OUIO webpage at jfs.ohio.gov/ouc. 

     This position will be headquartered in an ODJFS facility at one of the following locations:

Columbus       Akron      Dayton

     The selected candidate will be assigned to the headquarter that is closest to where they live.

What You’Ll Do:

Work in a customer service unit, providing direct and indirect support to unemployed Ohioans. The responsibilities vary and include staffing a call center. This means:

• being on phones for up to seven hours a day
• researching and responding to written program and case-specific inquiries
• responding to emails
• processing virtual paperwork
• tracking and reporting statistical data

You'Ll Need:

• strong customer service, call center, and public relations skills
• excellent written and verbal communication skills
• skilled with computers and routine business office practices
• good critical thinking and problem-solving skills
• be able to work well in a team environment
• the ability to remain calm and professional when dealing with stressful situations
• some knowledge and skill at working remotely and using technology is necessary as you may work from home part of the time 
• Challenges: You may deal with uncooperative, hostile, or upset people.
• Schedule: Standard workdays are Monday-Friday. Hours are 8am to 5 pm.
• Travel: May be required for occasional meetings for training or other operational needs.
• PN(s): Multiple positions are available

Please Read The Following Information:

• The hours are Monday through Friday, 8:00 am to 5:00 pm with a 1 hour lunch. During the initial one-year period, the schedule is not negotiable. 
• Training will be virtual through Microsoft TEAMS.
• You must provide your own internet access. A minimum internet connection speed on 20Mbps download and 2Mbps upload is required. Satellite internet is not accepted. 

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.

The ideal candidate, at minimum, must have the following: 

Option 1:

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. 

• Option 2 
• Or equivalent of Minimum Qualifications for Employment noted above. 
• Job Skills: Customer Service

Tips For Your Application

When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.

Pay Information

This position is in the State of Ohio’s OCSEA Pay Schedule, Pay Range 28. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $22.96 per hour). These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below.

Step 1

Step 2

Step 3

Step 4

Step 5

Step 6

Step 7

$22.96

$23.56

$24.16

$24.86

$25.77

$26.76

$27.92

$47,757

$49,005

$50,253

$51,709

$53,602

$55,661

$58,074

At Hire

6 Months

18 Months

30 Months

42 Months

54 Months

66 Months

ADA Notice   If you require an accommodation based on a disability for any step of the selection process, please contact ada_public@jfs.ohio.gov

Selection Priority   OCSEA. Current employees of ODJFS in the OCSEA union have selection rights before all other applicants. Applications from all other candidates will only be considered if an internal OCSEA applicant is not selected for this position.

Background Check Information   The final candidate selected for this position will be required to undergo a criminal background check. Some positions may require drug testing and/or fingerprinting. Criminal convictions do not necessarily disqualify candidates from consideration.

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.