Customer Service Assistant ; PN

Position: Customer Service Assistant 2 (PN 20014469)
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:

* Respond to inquiries, requests for information and/or complaints from VS customers (e.g., front lobby visitors, general public, local health departments, branches of armed services, probate courts, hospitals, social service agencies, passport offices) that require in depth knowledge of applicable laws, rules, policies and procedures as they pertain to fulfilling requests for vital records and independently determines appropriate action for resolution

* Provide guidance and assistance to customers in person, in writing, and/or by telephone, on how to obtain vital records (e.g., certified copies of birth and death certificates, certified copies of paternity documents) and to communicate updates to order status

* Give instructions and explains procedures on how to review vital record documents, verify information, or make and apply changes to records (e.g. court orders, affidavits, paternity actions)

* Prepare certified copies of birth certificates, death certificates and paternity documents

* Prepare documents and correspondence (e.g., applications, affidavits, clarifying information letters) for public customers and local vital statistics offices

* Operate personal computer in order to search information and/or records (e.g. application request, index information) utilizing appropriate data sources (e.g., Ohio Vital Records System [OVRS], OnBase)

* Enter information and confirm services requested by customer utilizing database

* Search for records to locate correct information and correct record in appropriate data source

* Perform clerical support functions (e.g., answers phones, utilizes photocopier to make copies, pulls and files books, certifies documents)

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:

* 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

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, Customer Service, Operational and Administrative Support, Public Relations

Professional

Skills:

Attention to Detail, Confidentiality, Customer Focus, Listening, Verbal Communication, Written Communication