Remote-Customer Service Assistant 2 - 20033611

MISSION STATEMENT:

Our 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.

This position is held within the Office of Workforce Development. Learn more about the office by visiting Job and Family Services-Office of Workforce Development website.

Major Duties and Responsibilities

Under general direction, responds to inquiries, requests for information and/or complaints that require in-depth knowledge of applicable laws, rules, policies and procedures as they pertain in given situations and operates personal computer: reviews Work Opportunity Tax Credit (WOTC) supporting documentation submitted by internal and/or external customers or by employers and/or employer agents; evaluates the information submitted to determine whether or not the individual meets the WOTC eligibility criteria and makes the determination that eligibility has been met based on Department of Labor (DOL) regulations; logs the eligibility determination decision into computer system; sets the application in the computer system to the deficient option and selects the appropriate reason code when insufficient information is provided and a decision cannot be made; contacts the employer and/or employer agent to request information needed to make a determination; requests benefit information when the individual has specified benefits in another state; submits requests to outside agencies for vocational rehabilitation referrals, supplemental security income (SSI) receipt and active duty veteran status based on the target group selected; updates online systems and spreadsheets used for tracking application details.

Responds to inquiries related to WOTC via telephone, US mail and email (i.e., WOTC mailbox); handles confidential and sensitive materials; opens, sorts and date stamps incoming mail and faxes; provides training to lower level Customer Service Assistants and answers their questions regarding individual target groups and application processing based on target group; as needed, provides guidance for daily WOTC tasks including WOTC mailbox, power of attorney, new employee set-up and/or other general WOTC related questions.

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

The following are the minimum qualifications for this position. For further consideration, applicants must clearly identify how qualifications are met within the education and/or experience sections of the application.

The ideal candidate must have at least 9 months experience with the following:

• office practices & procedures
• public relations or customer service that included techniques for handling difficult people
• typing, keyboarding, data entry or word processing
• operation of personal computer

OR

The equivalent of Minimum Qualifications for employment noted above.

The candidate selected for this position would be expected to possess the following characteristics to perform the essential duties of the job.

Knowledge of office practices & procedures; public relations; federal &/or state laws, rules, policies &/or procedures applicable to inquiries, complaints &/or transactions being processed;* typing/keyboarding.

Skill in operation of office equipment (e.g., multi-line or single line telephone, photocopier, facsimile machine, teletype, cash register/cash counter, adding machine);* operation of personal computer or computer terminal.

Ability to apply laws, rules, policies &/or procedures applicable to routine & non-routine inquiries, requests, complaints &/or transactions involving variety of variables within familiar context; handle routine & non-routine inquiries, requests, complaints &/or transactions received in writing &/or by telephone, teletype, e-mail, in-person contacts &/or by other means of communication with variety of internal & external customers, some of whom may be irate; collate & classify information about data, people or things; prepare &/or maintain accurate records & reports; work alone on most tasks.

(*) 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 $20.31 per hour) associated with this position.

NOTICE: 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.

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

Unless the posting requires, please do not include attachments, as attachments will not be considered as part of your application.

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

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.

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 before excluding an applicant from consideration.