Customer Service Representative

Primary Location : United States of America-OHIO-Hamilton County-Cincinnati
Work Locations : OMJ Hamilton County 1916 Central Parkway Cincinnati 45214
Organization : Job & Family Services
Classified Indicator : Classified
Bargaining Unit / Exempt : Bargaining Unit
Schedule : Full-time
Work Hours : 8:00 a.m. to 5:00 p.m.
Compensation : $22.02
Unposting Date : Apr 24, 2024, 10:59:00 PM
Primary Job Skill : Customer Service
Technical Skills : Customer Service
Professional Skills : Attention to Detail, Customer Focus
Agency Contact Name : ODJFS Human Resources
Agency Contact Information : Customer Service Representative (Wagner-Peyser)
(240003TM) Job Duties Who We Are The Ohio Department of Job and Family Services (ODJFS) supports Ohioans and their families through the following programs:
Public Assistance Workforce Development Unemployment Insurance Adult Protective Services Child Support Public service is an honorable way to serve the community in a hands-on dedicated way. You can make a difference in someone's world!
Agency Mission 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.
Our Vision To be the nation's leading workforce development and family support system.
Our Values Accountability, Innovation, Teamwork, Integrity, and Compassion
Office of Workforce Development Building Ohio's Workforce. Creating Innovative Solutions. Promoting Economic Independence and Growth.
What You'll Do: In this position as a Labor Exchange Customer Service Representative (CSR), you will be part of a team that provides reemployment services within an OhioMeansJobs Center. This role involves helping job seekers find employment opportunities and assisting employers in finding suitable candidates through various services and workshops offered at the OhioMeansJobs Center.
Job Duties: Delivering Program Services: Providing services related to job reemployment and eligibility assessment for unemployment compensation programs. This includes helping applicants develop individual employment plans and referring them to support services. Helping Job Seekers: Registering new job seekers and updating their information. They interview job seekers to understand their skills, interests, and barriers to employment, and then develop plans to help them find jobs or training opportunities. Conducting Workshop Sessions: Planning and organizing workshops for job seekers. This includes preparing materials, notifying participants, and tracking attendance and feedback. They work with other partners to ensure effective workshops. Serving as a Team Member: Working as part of the ODJFS team to focus on reemployment and assisting job seekers with finding new opportunities. Providing General Orientation: Greeting and providing basic information to customers visiting the OhioMeansJobs Center. They schedule customers for orientation sessions and assist with presentations to introduce them to available services. Staffing the Resource Room: Assisting job seekers in the resource room, providing information about job openings, and helping them use job search tools effectively. Performing Other Assigned Duties: Assisting claimant customers with unemployment benefits, participating in training sessions, generating reports, and maintaining records. Necessary Skills: Proficient in computer software, including but not limited to Microsoft Word, Excel, Outlook, Teams, and PowerPoint. Strong organizational skills Proficient in business writing, as well as written and verbal communication skills Problem-solving skills Attention to detail Time management and multitasking Public speaking skills Relationship building Schedule: This position is considered in person. Standard workdays are Monday through Friday between 7:00 a.m. and 6:00 p.m.
Travel: Travel is required to attend meetings. Employees must reside in Ohio and within a reasonable distance of their assigned work location. If selected, you may be asked to travel to one of our locations to pick up equipment and receive initial instructions.
Challenges: Prioritizing tasks to ensure they are completed timely and accurately Last-minute requests that need to be completed immediately Dealing with difficult customers Understanding community services available Working with external partners PN:********
Qualifications
The ideal candidate, at minimum, must have the following:
OPTION 1 :
Formal education in arithmetic that includes fractions, decimals & percentages & in reading, writing & speaking common English vocabulary AND 12 months training OR 12 months experience in office practices and procedures AND 3 months training OR 3 months experience in interviewing or questioning customers to solicit pertinent information in order to provide certain services AND 3 months training OR 3 months experience in public relations/customer service AND 6 months training OR 6 months experience in operation of personal computer OPTION 2 :
The equivalent of minimum class qualifications for employment noted above. Technical & Professional Skills Utilized : Customer Service, Attention to Detail, Customer Focus
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 29. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $22.02 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 29
Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Hourly $22.02
$22.66
$23.49
$24.39
$25.45
$26.63
$27.84
Annual $45,802
$47,133
$48,859
$50,731
$52,936
$55,390
$57,907
Months of Employment
At Hire
6 months


18 months


30 months


42 months


54 Months
66 Months

What's In It For You We offer our employees a sustainable lifestyle that includes a flexible work life balance making our agency a great place to work!
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 Quality, affordable, and competitive medical benefits are offered through the Ohio Med PPO plan. For more information, check out the 2023-24 MyBenefits Guide Online flipbook or PDF copy and see pages 8-9 for costs. Dental, Vision and Basic Life Insurance BU: Dental, vision and basic life insurance premiums are free after one year of continuous service. Time Away from Work and Work/Life Balance Paid time off, including vacation, personal, and sick leave 11 paid holidays per year Paid Childbirth/Adoption leave Ohio Public Employees Retirement System OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee's salary. Visit the OPERS website for more information. Deferred Compensation The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. As a new employee, you will be automatically enrolled into Ohio Deferred Compensation unless you opt-out within 90 days of hire date. Visit the Ohio Deferred Compensation website for more information. Job Skills: Customer Service
ADA Statement 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.
Knowledge of federal & state laws & departmental policies & procedures governing eligibility for & processing of unemployment insurance claims & providing employment services;* office practices & procedures; human relations/pubic relations/customer service; interviewing; basic English vocabulary. Skill in typing to enter/update data into multiple screens necessary to provide service; operation of personal computer using windows application of 3.1 or equivalent. Ability to interview/question applicants/claimants to gather necessary information to define problem, establish facts & draw valid conclusions; add, subtract, multiply & divide whole numbers & calculate fractions decimals & percentages to calculate deductible earnings, make approximations, complete time sheets & other basic calculations; gather collate & classify information about data, people or things; in TRC only, answer continuous succession of timed telephone calls to gather customer/claimant information while simultaneously entering data into applicable computer system using personal computer keyboard in windows environment; physically operate personal computer; communicate verbally by telephone, face-to-face & in writing to convey & receive information to meet customer's need using basic English vocabulary. (*)Developed after employment.
Supplemental Information EEO Statement 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. To request an ADA reasonable accommodation, please email .
Telework Policy ODJFS may require occasional in-person meetings for training or other operational needs. You will have access to ODJFS shared workspaces, if needed. Employees are required to sign a teleworking agreement upon their first day. Schedules are subject to change based on the agency's operational needs and telework status. Telework is considered a privilege and agreements are reviewed annually.
Background Check Information
The final candidate selected for the position will be required to undergo a criminal background check. Some positions may require drug testing and/or fingerprinting. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant's prior criminal conviction(s) will be made before excluding an applicant from consideration.
The State of Ohio is a drug-free Workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, positions may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.
Status of Your Submitted Application To check the status of a job application, sign-in to your profile and click on the "My Jobpage" tab to view completed submission. Check Job Status, and Submission Status, to see if there are any changes in status and View Email Messages to see if email correspondence was sent. We will correspond with applicants if they are selected for an interview.