Customer Service Assistant 2 - Multiple Positions in Southwest Ohio

Office of Unemployment Insurance Operations

The Office of Unemployment Insurance Operations (OUIO) runs Ohio's unemployment insurance program. This program gives temporary income to workers who lose their jobs through no fault of their own. It helps families cope during unemployment and supports local economies by keeping money in circulation. For more information, visit the ODJFS OUIO webpage at jfs.ohio.gov .

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:

• During the initial 3-month training period, the hours are Monday through Friday, 8:00 am to 5:00 pm with a 1- hour lunch. The schedule is not negotiable.
• Training happens at 6680 Poe Avenue, Vandalia Ohio, 45377.
• After training, the work schedule is 8am to 5pm with a 1-hour lunch.
• After initial training period, this position is eligible for a work-from-home schedule according to agency Telework policy.
• You must provide your own internet access with a hardwired connection and a wired headset. A minimum internet connection speed of 20Mbps download and 2Mbps upload is required. Satellite internet is not accepted for work-from-home.
• There are many positions available.
• Positions are located in Southwest Ohio.
• The start date for these positions is Monday, December 2, 2024.

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.

Qualifications

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

Option 1:

• 3 months training or 3 months experience in office practices & procedures
• AND 1 course or 3 months experience in public relations or customer service to include techniques for dealing with difficult people
• AND 1 course or 3 months experience in typing, keyboarding, data entry or word processing
• AND 1 course or 3 months experience in operation of personal computer

Option 2:

• E quiv alent of minimum class qualifications for employment noted above.

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

T his 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 $21.97 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.

Pay Range 28

Step 1

Step 2

Step 3

Step 4

Step 5

Step 6

Step 7

Hourly

$21.97

$22.55

$23.12

$23.79

$24.66

$25.61

$26.72

Annual

$45,698

$46,904

$48,090

$49,483

$51,293

$53,269

$55,578

Months of Employment

At Hire

6 months

18 months

30 months

42 months

54 Months

66 Months