Customer Service Assistant 2

Office of Legal & Acquisition Services

The Bureau of State Hearings (BSH) handles appeals from individuals who disagree with decisions made about their public benefits. We make sure every person has a chance to present their case and receive a clear, timely decision regarding their appeal. BSH serves individuals who receive Medicaid, Supplemental Nutrition Assistance Program (SNAP), Ohio Works First, Child Care, Child Support, Adoption Assistance, and Prevention Retention and Contingency (PRC).

Learn more about the Office by visiting the ODJFS BSH webpage.

• Respond to inquiries and complaints requiring deep knowledge of laws, rules, policies and procedures.
• Process, track, and update hearing requests across multiple programs (SNAP, Medicaid, OWF, Child Care, Adoption Assistance, PRC).
• Review hearing requests and related documentation to determine appeal validity, timeliness, and appropriate actions.
• Prepare appeal records and dockets by researching and verifying information across systems such as OBWP, SETS, SACWIS, HATSX, and shared inboxes.
• Provide customer assistance via phone, email, chat, and in-person interactions, offering updates, resolving questions, and directing callers appropriately.
• Process expedited hearing requests and handle documents containing sensitive information (FTI, HIPAA).
• Coordinate with coworkers, attend trainings, and use tools like Outlook and Microsoft Office Suite, Adobe, Tableau to complete tasks and produce reports.
• Maintains logs, records, files, and participates in meetings or other assigned duties.

• Strong Knowledge of public assistance programs, state hearing processes, and related regulations.
• Excellent communication skills, both written and verbal.
• High attention to detail and the ability to verify and interpret complex information.
• Proficient with multiple software systems (OBWP, SETS, SACWIS, HATSX, Microsoft Office Suite, Outlook).
• Strong customer service and problem-solving abilities.
• Ability to independently prioritize tasks and make informed decisions.
• Ability to maintain professionalism when dealing with sensitive or difficult interactions.

Schedule: Full-time.

Hours: Standard workdays are Monday through Friday. Hours are between 7:00 a.m. and 6:00 p.m.

Location: Positions are headquartered at the James A Rhodes State Officer Tower - 30

E. Broad Street, Columbus, OH 43215.

Travel: Occasional travel within the state of Ohio.

PN(s): , , , .

The candidate, at minimum, must have the following:

• 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.

• The equivalent of Minimum Class Qualifications For Employment noted above.

This position is in the State of Ohio’s OCSEA Pay Schedule, Pay Range 28. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $23.65 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 28

$23.65

$24.27

$24.88

$25.61

$26.54

$27.56

$28.76

$23.65
$24.27
$24.88
$25.61
$26.54
$27.56
$28.76

$49,192
$50,482
$51,750
$53,269
$55,203
$57,325
$59,821

Months of Employment

At Hire

6 Months

18 Months

30 Months

42 Months

54 Months

66 Months

Jo…