Customer Service Assistant 2

Primary Location: United States of America-OHIO-Franklin County-Columbus Work Locations: Charles D Shipley Building 1970 West Broad Street Columbus 43223-1102 Organization: Public Safety Classified Indicator: Classified Bargaining Unit / Exempt: Bargaining Unit Schedule: Full-time Work Hours: 8:00AM - 5:00PM Compensation: $19.72 per hour Unposting Date: Mar 12, 2022, 10:59:00 PM Job Function: Customer Service Job Level: Individual Contributor Agency Contact Name: M Henderson HCM Senior Analyst Agency Contact Information: mahenderson@dps.ohio.gov

Customer Service Assistant 2

(2200020D) Job Duties

Ohio Department Public Safety - Bureau of Motor Vehicles/Registration Support Services

Report in Location: 1970 West Broad Street, Columbus, Ohio 43223

Greet and respond to inquiries received from the Voice over Internet Protocol (VoIP), Interactive Voice Response (IVR) System, email and mail from the general public, law enforcement agencies, other state jurisdictions, business owners, government officials, deputy registrars and title clerks in a professional, courteous, friendly, respectful and timely manner to ensure positive internal/external customer service; listen carefully to internal/external customer's questions and/or concerns and 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; access Business Application Services System (BASS) for the issuance of various vehicle registration types (e.g., Historical, Collector, Senior, Commercial Radio, etc.); operate the BASS Computer System to produce registration applications for various registration transactions (e.g., new, renewals, replacements, etc.) follow-up to ensure all the customer's questions and/or concerns have been thoroughly answered regarding proper procedures for registration of a motor vehicle; administer laws in the Ohio Revised Code (ORC); research & prepare form letters & other communication regarding registration topics including registration renewals processed through mail registration or internet/IVR; use personal computer to collect information required to provide assistance in resolving registration errors and/or discrepancies; enter corrections into data files; Provide assistance and information via email and telephone to customers regarding questions that arise from the BMV's Internet/IVR registration renewal program; research and prepare responses to questions related to use of the Internet/IVR registration renewal program; gather and analyze statistical data from customer surveys conducted on the Bureau of Motor Vehicles (BMV) Internet/IVR registration renewal program; meet with Unit Supervisor(s) and/or Team Leader(s) to stay abreast of changes in policies and procedures; act as resource person in order to respond to questions from employees from other Units/Sections of the ODPS/BMV on the Internet registration renewal program;

Maintain log of calls made & correspondence processed completed; Review Attorney General's opinions, Directives, ORC, Deputy Registrar Manual, and website to determine the appropriate action; work on special projects to evaluate practices and procedures and make recommendations; assist in writing training manuals for registration procedures; Respond to written inquiries from customers/interested parties regarding Registration;

Assist with special projects as needed; perform other related duties as required (e.g., assist in backlog situations as needed, assist in other sections within the Offices of Vehicle Services as needed).

Qualifications

-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.

Major Worker Characteristics

KNOWLEDGE: Public Relations; (*) Office Practices & Procedures (VIS); (*) Agency Policies & Procedures (ODPS & BMV); (*) Law (Ohio Motor Vehicle Laws). Office Practices & Procedures; Agency Policies & Procedures.

SKILL: Word Processing (Microsoft Office applications); Equipment Operations (General office equipment). Word Processing Microsoft Office Applications; Equipment Operations General office equipment.

ABILITY: Reasoning: deal with problems involving several variables in familiar context; Reasoning: deal with variety of variables in somewhat unfamiliar context; Numerical: add, subtract, multiply & divide whole numbers; Clerical: gather, collate & classify information about data, people or things; Interpersonal: cooperate with co-workers on group projects; Interpersonal: ANSWER ROUTINE TELEPHONE INQUIRES FROM PUBLIC; Interpersonal: handle sensitive inquiries from & contacts with officials & general public.

(*) Developed after employment

Supplemental Information

UNUSUAL WORKING CONDITIONS

• May be confined to desk answering telephone for 6.5-7 hours per day.

• This position may be filled by a layoff or certification eligibility list.

• This position will be filled in accordance with the bargaining agreement if applicable

Background Check Information

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

• A comparative analysis and/or drug-test may be a requirement of the hiring process.