Customer Service Representative (Wagner-Peyser)

Customer Service Representative (Wagner-Peyser)

Who We Are

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

• Public Assistance
• 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!

Agency Mission

To improve the well-being of Ohios workforce and families by promoting economic self-sufficiency and ensuring the safety of Ohios most vulnerable citizens.

Our Vision

To be the nations leading workforce development and family support system.

Our Values

Accountability, Innovation, Teamwork, Integrity, and Compassion

Office of Workforce Development

Building Ohios Workforce. Creating Innovative Solutions. Promoting Economic Independence and Growth.

What Youll Do:

In this position as a Labor Exchange Customer Service Representative (CSR), you will be part of a team that provides reemployment services within an OhioMeansJobs Center. This role involves helping job seekers find employment opportunities and assisting employers in finding suitable candidates through various services and workshops offered at the OhioMeansJobs Center.

Job Duties:

• Delivering Program Services: Providing services related to job reemployment and eligibility assessment for unemployment compensation programs. This includes helping applicants develop individual employment plans and referring them to support services.
• Helping Job Seekers: Registering new job seekers and updating their information. They interview job seekers to understand their skills, interests, and barriers to employment, and then develop plans to help them find jobs or training opportunities.
• Conducting Workshop Sessions: Planning and organizing workshops for job seekers. This includes preparing materials, notifying participants, and tracking attendance and feedback. They work with other partners to ensure effective workshops.
• Serving as a Team Member: Working as part of the ODJFS team to focus on reemployment and assisting job seekers with finding new opportunities.
• Providing General Orientation: Greeting and providing basic information to customers visiting the OhioMeansJobs Center. They schedule customers for orientation sessions and assist with presentations to introduce them to available services.
• Staffing the Resource Room: Assisting job seekers in the resource room, providing information about job openings, and helping them use job search tools effectively.
• Performing Other Assigned Duties: Assisting claimant customers with unemployment benefits, participating in training sessions, generating reports, and maintaining records.

Necessary Skills:

• Proficient in computer software, including but not limited to Microsoft Word, Excel, Outlook, Teams, and PowerPoint.
• Strong organizational skills
• Proficient in business writing, as well as written and verbal communication skills
• Problem-solving skills
• Attention to detail
• Time management and multitasking
• Public speaking skills
• Relationship building

Schedule:

This position is considered in person. Standard workdays are Monday through Friday between 7:00 a.m. and 6:00 p.m.

Travel:

Travel is required to attend meetings. Employees must reside in Ohio and within a reasonable distance of their assigned work location. If selected, you may be asked to travel to one of our locations to pick up equipment and receive initial instructions.

Challenges:

• Prioritizing tasks to ensure they are completed timely and accurately
• Last-minute requests that need to be completed immediately
• Dealing with difficult customers
• Understanding community services available
• Working with external partners

PN:20036857

The ideal candidate, at minimum, must have the following:

OPTION 1 :

• Formal education in arithmetic that includes fractions, decimals &amp percentages &amp in reading, writing &amp speaking common English vocabulary
• AND 12 months training OR 12 months experience in office practices and procedures
• AND 3 months training OR 3 months experience in interviewing or questioning customers to solicit pertinent information in order to provide certain services
• AND 3 months training OR 3 months experience in public relations/customer service

• AND 6 months training OR 6 months experience in operation of personal computer

OPTION 2 :

• The equivalent of minimum class qualifications for employment noted above.

Technical &amp Professional Skills Utilized : Customer Service, Attention to Detail, Customer Focus

Tips For Your Application

When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education &amp Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education &amp Certification sections to be considered.

Pay Information

This position is in the State of Ohio’s OCSEA Pay Schedule, Pay Range 29. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $22.02 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.

What’s In It For You

We offer our employees a sustainable lifestyle that includes a flexible work life balance making our agency a great place to work!

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

• Quality, affordable, and competitive medical benefits are offered through the Ohio Med PPO plan. For more information, check out the 2023-24 MyBenefits Guide Online flipbook or PDF copy and see pages 8-9 for costs.

Dental, Vision and Basic Life Insurance

• BU: Dental, vision and basic life insurance premiums are free after one year of continuous service.

Time Away from Work and Work/Life Balance

• Paid time off, including vacation, personal, and sick leave
• 11 paid holidays per year
• Paid Childbirth/Adoption leave

Ohio Public Employees Retirement System

• OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee’s salary. Visit the OPERS website for more information.

Deferred Compensation

• The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. As a new employee, you will be automatically enrolled into Ohio Deferred Compensation unless you opt-out within 90 days of hire date. Visit the Ohio Deferred Compensation website for more information.

Job Skills: Customer Service

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

Supplemental Information

EEO Statement

Ohio is a Disability Inclusion State and strives to be a Model Employer of Individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs, and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws. To request an ADA reasonable accommodation, please email ADA_Public@jfs.ohio.gov.

Telework Policy

ODJFS may require occasional in-person meetings for training or other operational needs. You will have access to ODJFS shared workspaces, if needed. Employees are required to sign a teleworking agreement upon their first day. Schedules are subject to change based on the agency’s operational needs and telework status. Telework is considered a privilege and agreements are reviewed annually.

The final candidate selected for the position will be required to undergo a criminal background check. Some positions may require drug testing and/or fingerprinting. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicants prior criminal conviction(s) will be made before excluding an applicant from consideration.

The State of Ohio is a drug-free Workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, positions may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.

Status of Your Submitted Application

To check the status of a job application, sign-in to your profile and click on the My Jobpage tab to view completed submission. Check Job Status, and Submission Status, to see if there are any changes in status and View Email Messages to see if email correspondence was sent. We will correspond with applicants if they are selected for an interview.