Customer Service Assistant 3 (PN 20014494)

Customer Service Assistant 3

About Us: Our mission at the Ohio Department of Health (ODH) is advancing the health and well-being of all Ohioans. Our agency is committed to building a modern, vibrant public health system that creates the conditions where all Ohioans flourish.

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What You'll Do: The Bureau of Vital Statistics 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 an experienced customer service specialist to provide information and communicate procedures to obtain or amend vital records. This job entails the following tasks:

• Works with the records management supervisors to ensure productive workflow & review processes regarding the birth & death records (e.g., legal changes)
• Maintains an in-depth knowledge of applicable laws, rules, policies & procedures (e.g., registration, special registration, vital records change process) in order to respond to difficult inquiries or those referred by customer service & clerical support staff (e.g., issues impacting adoptions, data correction & registration) & independently determines appropriate action for resolution
• Responds to email inquiries (e.g., via email &/or phone call) regarding Vital Statistics processes & procedures
• Assists customer service staff in the special registration unit in comparing original vital records with change document requests (e.g., birth & death affidavits), verifies accuracy & completeness of information prior to processing, & implements appropriate amendments
• Drafts specific correspondence needed to correct problems (e.g., incorrect documentation, insufficient information, birth or death verification)
• Provides guidance & assistance to customers in person, in writing, by e-mail & by telephone (e.g., front lobby visitors, general public, local health departments, branches of armed services, probate courts, hospitals, social service agencies, passport offices) with information &/or instructions on how to submit the correct documentation (e.g., home births, surrogates, adoptions)
• Collaborates with other units (e.g., Customer Service, Help Desk & Fulfillment Unit) to resolve issues related to having the appropriate information on file for processing legal paperwork (e.g., adoptions, affidavits, paternity affidavits, & court ordered corrections)

This position will report to 4200 Surface Road, Columbus, Ohio, working in office Monday - Friday during core business hours.

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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

12 mos. trg. or 12 mos. exp. in office practices & procedures of which 3 mos. involved operation of various office equipment AND 12 mos. trg. or 12 mos. exp. in public relations or customer service to include techniques for dealing with difficult people AND 12 mos. trg. or 12 mos. exp. in state &/or federal laws, rules, policies & procedures applicable to assigned inquiries, requests, complaints &/or transactions to be processed 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 9 mos. exp. as Customer Service Assistant 1, 64431. 

-Or 6 mos. as Customer Service Assistant 2, 64432. 

-Or equivalent of Minimum Class 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

• Experience resolving stakeholder complaints

• Experience with computer software (e.g., Excel, Word)

• Experience in analyzing and applying rules and regulations for compliance

• Experience in verifying legal documentation

• Experience in the field of vital statistics

• Experience providing written and electronic communications (e.g., writing reports, entering data comments, sending e-mail correspondence)

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

Job Skills: Customer Service
Technical Skills: Clerical & Data Entry, Operational and Administrative Support, Records Management
Professional Skills: Attention to Detail, Confidentiality, Customer Focus, Verbal Communication, Written Communication

ALL ANSWERS TO THE SUPPLEMENTAL QUESTIONS MUST BE SUPPORTED BY THE WORK EXPERIENCE/EDUCATION PROVIDED ON YOUR CIVIL SERVICE APPLICATION. Unless required by legislation, the selected candidate will begin at Pay Grade 29, Step 1 of the union (OCSEA) Pay Range Schedule ($24.16 per hour), with an opportunity for pay increase after six months ($24.86 per hour) of satisfactory performance and then a yearly raise thereafter.

APPLICATION PROCEDURES:  

All applicants must submit a completed Ohio Civil Service Application using the online TALEO System. Paper applications will not be considered. Applicants must clearly indicate how they meet the minimum qualifications and/or position specific minimum qualifications. Applicants are also encouraged to document any experience, education and/or training related to the job duties above. An assessment of these criteria may be conducted to determine the applicants who are interviewed.

EDUCATIONAL TRANSCRIPT REQUIREMENTS:  

Official educational transcripts are required for all post-high school educational accomplishments, coursework or degrees claimed on the application. Applicants will be required to submit an official transcript prior to receiving a formal offer of employment. Failure to provide transcripts within 5 working days of being requested will cause the applicant to be eliminated from further consideration.

Please note that a transcript is considered "official" only if it is an original copy from the educational institution and includes an institutional watermark, ink stamp or embossed stamp. Transcripts printed from the institution's website will not be accepted. ODH reserves the right to assess the academic credibility of an educational entity's award of a putative degree.

BACKGROUND CHECK NOTICE:

The final candidate selected for this 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.

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Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

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The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.