Customer Service Assistant 2

Job Description - Customer Service Assistant 2 (2600072P)

Job & Family Services

Agency Contact Name and Information : odjfscareerso.gov

Oct 2, 2026, 3:59:00 AM

James A Rhodes Office Tower 31 30 East Broad Street 31st Floor Columbus 43215

United States of America-OHIO-Franklin County-Columbus

Compensation : 23.65

Full-time

Union : OCSEA

Customer Service

Technical Skills :
Customer Service, Public Relations, Administrative support/services

Professional Skills :
Attention to Detail, Customer Focus, Listening, Verbal Communication, Written Communication, Confidentiality

Who We Are

The Ohio Department of Job and Family Services (ODJFS) supports Ohioans and their families through the following programs:

• Cash and Food Assistance
• Employment Services and 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!

• We will be a leader in customer satisfaction.
• We will have a reputation that attracts and retains talented, diverse, and dedicated employees.
• We get better at what we do every day.

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 handles 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.

Full-time.

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

P osit ions are headquartered at the James A Rhodes State Officer Tower - 30

E. Broad Street, Columbus, OH 43215.

Occasional travel within the state of Ohio.

PN(s): , , , .

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
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems ( such as OPERS, STRS, SERS, and HPRS ) &Optional Deferred Compensation ( Ohio Deferred Compensation )

* Benefits…