Public Inquiries Assistant - Consumer

The Ohio Attorney General's Office is currently seeking a candidate for a Public Inquiries Assistant position in the Consumer Section. This position will work a hybrid in-person/remote schedule. There may be changes to the schedule based on training and operational needs. The headquarter location is Columbus, Ohio. The Public Inquiries Assistant provides assistance and information to consumers, business people, government officials, patients, residents, and the general public in response to requests and inquiries.

The successful candidate will perform the following duties, which include, but are not limited to:

• Handles high volume of telephone calls, inquiries, and communications to and from individuals (e.g., consumers, victims of crimes, victim service providers, business people, government officials, patients, residents, and the general public).
• Provides assistance and information to individuals in order to answer questions and/or resolve problems and/or complaints.
• Accurately summarizes the constituent's inquiry or request.
• Assists in resolving problems, questions, or complaints.
• Accurately completes forms on internal and external forms and databases using a variety of software.
• Conducts research to determine solutions to problems affecting constituents by utilizing training materials and specific policies and procedures to evaluate the nature and magnitude of the problems/complaints.
• Provides general guidance, advice, resources, and referrals.
• Conducts follow‑up contact to ensure resolution of the situation if necessary.
• Maintains and retrieves records (electronic and hard copy), data, documentation, and reports regarding calls, correspondence, in‑person contacts, and actions.
• Enters and maintains data within internal and/or external databases to track actions and contacts completed on each inquiry.
• Performs other related clerical duties (e.g., files, copies, scans, types correspondence).

1 course or 3 months experience in use of multi‑line telephone system; 1 course or 3 months experience in use of personal computer; 3 months training or 3 months experience in customer service.

Or equivalent of Minimum Class Qualifications For Employment noted above.

Preferred qualifications:

• Typing skills of at least 40 words per minute.
• Bilingual in Spanish a plus!

Job

Skills:

clerical and data entry, confidentiality, customer focus, listening, time management, and verbal communication.