Customer Service Assistant 2

Office of Legal & Acquisition Services

The Bureau of State Hearings (BSH) handles appeals from individuals who disagree with decisions made about their public benefits. We make sure every person has a chance to present their case and receive a clear, timely decision regarding their appeal. BSH serves individuals who receive Medicaid, Supplemental Nutrition Assistance Program (SNAP), Ohio Works First, Child Care, Child Support, Adoption Assistance, and Prevention Retention and Contingency (PRC). Learn more about the Office by visiting the ODJFS BSH webpage.

What You Will Do

• Respond to inquiries and complaints requiring deep knowledge of laws, rules, policies and procedures.
• Process, track, and update hearing requests across multiple programs (SNAP, Medicaid, OWF, Child Care, Adoption Assistance, PRC).
• Review hearing requests and related documentation to determine appeal validity, timeliness, and appropriate actions.
• Prepare appeal records and dockets by researching and verifying information across systems such as OBWP, SETS, SACWIS, HATSX, and shared inboxes.
• Provide customer assistance via phone, email, chat, and in-person interactions, offering updates, resolving questions, and directing callers appropriately.
• Process expedited hearing requests and handles documents containing sensitive information (FTI, HIPAA).
• Coordinate with coworkers, attend trainings, and use tools like Outlook and Microsoft Office Suite, Adobe, Tableau to complete tasks and produce reports.
• Maintains logs, records, files, and participates in meetings or other assigned duties.

Preferred Skills

• Strong Knowledge of public assistance programs, state hearing processes, and related regulations.
• Excellent communication skills, both written and verbal.
• High attention to detail and the ability to verify and interpret complex information.
• Proficient with multiple software systems (OBWP, SETS, SACWIS, HATSX, Microsoft Office Suite, Outlook).
• Strong customer service and problem-solving abilities.
• Ability to independently prioritize tasks and make informed decisions.
• Ability to maintain professionalism when dealing with sensitive or difficult interactions.

Schedule: Full-time.

Hours: Standard workdays are Monday through Friday. Hours are between 7:00 a.m. and 6:00 p.m.

Location: P osit ions are headquartered at the James A Rhodes State Officer Tower - 30 E. Broad Street, Columbus, OH 43215.

Travel: Occasional travel within the state of Ohio.

PN(s): 20036628, 20045299, 20042325, 20042484.

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 candidate, at minimum, must have the following:

Option 1:

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

Option 2:

• The equivalent 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

This position is in the State of Ohio's OCSE A 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 $23.65 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

$23.65

$24.27

$24.88

$25.61

$26.54

$27.56

$28.76

Annual

$49,192

$50,482

$51,750

$53,269

$55,203

$57,325

$59,821

Months of Employment

At Hire

6 Months

18 Months

30 Months

42 Months

54 Months

66 Months