Customer Service Assistant 2 - Multiple Positions

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.

What You Will Do

• Manage high-volume, consecutive inbound calls in a fast-paced queue environment for up to seven hours per day
• Resolve first-contact inquiries across multiple channels, including phone, email and live chat
• Provide structured, in-person assistance and walk-in triage for claimants at regional offices
• Research, verify, and update customer information across multiple CRM systems and case-specific databases
• Process digital documentation, track ticket progress, and record agent metrics and statistical data
• Apply active listening and effective de-escalation techniques when assisting upset, anxious, or hostile callers

Recommended Skills

• Strong skills in omni-channel customer service, high-volume call center operations, in-person public service, and public relations
• Excellent written communication for digital channels and clear, professional verbal communication for inbound calls
• Proficient in computer use, simultaneous navigation of multiple databases, and standard contact center office practices
• Strong critical thinking, problem-solving, and first-contact resolution abilities
• Able to work effectively in a collaborative, team-driven contact center environment
• Skilled in applying de-escalation techniques and maintaining calm, professional conduct in stressful or hostile situations

Challenges: Handling emotionally charged calls with professionalism, using empathy and effective de-escalation strategies to move toward resolution.

PLEASE READ THE FOLLOWING INFORMATION:

Should space not be available in office at one of the three listed locations, you must provide your own internet access. A minimum internet connection speed of 20Mbps download and 2Mbps upload is required. Satellite internet is not accepted.

chedule: Full-time

Hours: Standard workdays are Monday through Friday. Hours are 8:00 a.m. through 5:00 p.m.

Travel: May be required for occasional meetings for training or other operational needs.

Location: This position will be headquartered in an ODJFS facility in one of the following cities - Columbus, Akron, or Dayton. This determination will take into account the proximity to the applicant's home address.

Rhodes State Office Tower - 30 E. Broad Street, Columbus, OH 43215

Akron - 172 S. Broadway Street, Akron, OH 44308

Dayton - 6680 Poe Avenue, Dayton, OH 45414

Position Number: Multiple positions are available

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:

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

Or Option 2:

• 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 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 $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