Customer Service Assistant 3

The Ohio Department of Public Safety's Bureau of Motor Vehicles oversees driver and motor vehicle licensing and registration services. The Customer Service Assistant 3 acts as a lead worker in the Telecommunications Unit, providing customer support, handling difficult inquiries, documenting correspondence, and assisting unit supervisors.

Responsibilities:

• Act as lead worker by providing work direction/assistance & training, on daily basis, to lower-level customer service assistants within the Telecommunications Unit & respond to difficult inquiries or those referred by lower-level customer service assistants:
• Greet & respond to in-person, telephone &/or written inquiries in a professional, courteous, friendly, respectful & timely manner to ensure positive internal &/or external customer service
• Listen carefully to internal &/or external customer's questions &/or concerns & ask appropriate follow-up questions to verify understanding; Provide a complete, knowledgeable, accurate, precise response immediately or provide a firm commitment as to when a response will be provided
• Follow-up to ensure all of the customer's questions &/or concerns have been thoroughly answered
• Document all correspondences with customers, as needed
• Serve as a lead worker & assistant to unit supervisors in the Telecommunications Section

Requirements:

• 12 mos. trg. or 12 mos. exp. in office practices & procedures of which 3 mos. involved operation of various office equipment
• 12 mos. trg. or 12 mos. exp. in public relations or customer service to include techniques for dealing with difficult people
• 12 mos. trg. or 12 mos. exp. in state &/or federal laws, rules, policies & procedures applicable to assigned inquiries, requests, complaints &/or transactions to be processed
• 9 mos. trg. or 9 mos. exp. in typing, keyboarding, data entry, or word processing
• 9 mos. trg. or 9 mos. exp. in operation of personal computer
• -Or 9 mos. exp. as Customer Service Assistant 1, 64431
• -Or 6 mos. as Customer Service Assistant 2, 64432
• -Or equivalent of Minimum Class Qualifications For Employment noted above
• May be confined to desk answering telephone for 6.5 - 7 hours per day