Customer Service Assistant 2 (PN 20014470)

What You'll Do: The Bureau of Vital Statistics (VS) operates a statewide system for the registration of births, deaths, and other vital events that happen within the state of Ohio. We are currently seeking a Customer Service Assistant 2 to provide information and communicate procedures to obtain or amend vital records. This position will:

• Research & independently determine action needed in resolving most complex problems, questions & complaints pertaining to pending or finalized legal actions, the initial registration of vital events, & status of pending inquiry
• Provide technical assistance to electronic data users (e.g., local health departments, coroners, funeral homes, hospitals) to properly enter, complete, & print all vital records in the electronic birth/death registration system
• Determine when a court order or affidavit is needed to correct a vital record (e.g., electronic &/or paper birth, death, fetal death certificate) & explains procedures for filing a court order to customers
• Research & respond to inquiries for which the customer has not received requested information
• Search for original records & ensure that correct records are provided to customers
• Prepare correspondence to customers (e.g., affidavit requests, applications, clarifying information letters)
• Provide technical assistance (e.g., assists in creating or modifying existing accounts, new computer set-ups, Citrix downloads, printing issues, password resets) to external customers
• Perform administrative support functions, as assigned

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

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.

-Or equivalent of Minimum Qualifications for Employment noted above.

Applications of those who meet the minimum qualifications will be further evaluated against the following criteria:

• Associates or advanced degree in public relations or business
• Experience in public or human relations
• Experience in handling difficult/angry callers
• Experience working with computer software (e.g., Word, Excel)
• Experience providing written and electronic communications
• Experience handling a high volume of incoming calls
• Experience in handling confidential information

A ll eligible applications shall be reviewed considering the following criteria: qualifications, experience, education, and active disciplinary record.

Job Skills: Customer Service

T echnical Skills: Clerical & Data Entry, Customer Service, Operational and Administrative Support, Public Relations

Professional Skills: Attention to Detail, Confidentiality, Customer Focus, Listening, Verbal Communication, Written Communication