Customer Service Assistant 2- Standard
Columbus, OH 43215
JOB DUTIES IN ORDER OF IMPORTANCE: (These duties are illustrative only. Incumbents may perform some or all of these duties or other job-related duties as assigned.)
Act in place of deputy registrar for issuance/transfer/renewal of standard or special license plates, validation stickers, placards, driver & vehicle registration &/or any other items normally issued by deputy registrars or process requests for items related to driver & vehicle registration that cannot be purchased elsewhere for Bureau of Motor Vehicles; OR Processes transactions that require decision to be made in accordance with applicable laws, rules, policies & procedures & involves billing for or collection/release of money for transactions handled or other encumbrance activity, excluding billing for or collection of money for photocopying (e.G., Medicaid waiver claims associated with billing; maintenance of CAS vendor file, communicating with agencies & vendors to resolve discrepancies/errors & correcting rejecting documents: processing of unclaimed motor vehicle affidavits & surrendering of titles); OR Responds to inquiries, requests for information &/or complaints that require in-depth knowledge of applicable laws, rules, policies & procedures as they pertain in given situation & independently determines appropriate action for resolution (e.G., assists lottery agents with consignment & validation of lottery tickets, processing prize payments & claims processing that involves issuing authorization to bank representative for customer using bank cashing method for payment, advises customers regarding claims process & provides assistance when prizewinner ticket will not validate; resolves or refers complaints &/or inquiries filed with State Medical Board of Ohio), AND Operates personal computer &/or computer terminal to enter, update, correct, delete or send data, retrieve/look-up data to verify/give out information or give status of file/case, or schedule & re-schedule rooms, appointments, hearings, meetings, medical examinations or inspections, register customers, log & track calls, &/or other information (e.G., movement of file; status of appeal; outcome of appeal; all materials received relative to appeal) &/or compose &/or generate reports & correspondence.
Handles any or all inquiries, requests & complaints &/or processing of transactions normally performed by lower-level customer service assistants during their absence, peak periods or as needed.
Performs any combination of following or like clerical support tasks: opens, timestamps, sorts & distributes mail; meters mail; greets &/or directs visitors; registers persons for training; prepares &/or maintains reports concerning work processed/calls handled; codes, catalogs & files/distributes documents; operates photocopier to obtain copies for dissemination &/or for files; collects money/bills customers for photocopies of information; counts & records cash collected for photocopies & forwards for further processing; receives checks in mail, logs checks received, batches checks, fills out appropriate slip attachment & forwards for further processing; operates cash register/cash counter; operates facsimile equipment to send & receive faxes; checks reception area, meeting or hearing rooms to ensure presentable appearance, displays are stocked &/or proper seating & equipment arrangements have been made as requested; stuffs envelopes for mailing; pages/telephones staff; takes inventory of supplies; stocks photocopier, printer &/or facsimile machine with paper &/or toner & clears paper jams; coordinates or arranges for food service &/or equipment for meetings/conferences.
Assists in providing training to new customer service assistants &/or cross training to customer service assistants from other work units (e.G., lets employee listen in calls & shadow performance of other tasks to learn how to handle them & apply appropriate laws, rules, legal interpretations, policies &/or procedures applicable to each situation).
Knowledge of office practices & procedures; public relations; federal &/or state laws, rules, policies &/or procedures applicable to inquiries, complaints &/or transactions being processed; * typing/keyboarding. Skill in operation of office equipment (e.G., multi-line or single line telephone, photocopier, facsimile machine, teletype, cash register/cash counter, adding machine);* operation of personal computer or computer terminal. Ability to apply laws, rules, policies &/or procedures applicable to routine & non-routine inquiries, requests, complaints &/or transactions involving variety of variables within familiar context; handle routine & non-routine inquiries, requests, complaints &/or transactions received in writing &/or by telephone, teletype, e-mail, in-person contacts &/or by other means of communication with variety of internal & external customers, some of whom may be irate; collate & classify information about data, people or things; prepare &/or maintain accurate records & reports; work alone on most tasks. Other duties as assigned. (*) Developed after employment.