Customer Service Assistant 2 at Ohio Department of Administrative Services

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Full Time

Start Date

Immediate

Expiry Date

21 Apr, 26

Salary

0.0

Posted On

21 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication, Document Review, Data Entry, Record Management, Financial Transactions, Research, Problem-Solving, Office Practices, Public Relations, Typing, Microsoft Office, Attention to Detail, Professionalism, Time Management, Accuracy

Industry

Government Administration

Description

POSITION SUMMARY Under the direct supervision of the Deputy Director of Business Services, the Customer Service Assistant 2 (CSA2) provides operational support by assisting customers, reviewing and processing filings, and ensuring compliance with statutory and agency requirements. The role involves responding to inquiries, maintaining accurate records, processing financial transactions, and preparing documents for imaging and archiving. The CSA2 also conducts research, resolves filing issues, and supports office operations during peak periods or staff absences. ESSENTIAL DUTIES AND RESPONSIBILITIES • Customer Service & Communication o Respond to customer inquiries (in person, phone, email, and mail), including from the public, law firms, service companies, and elected officials. o Explain filing requirements, laws, policies, and regulations related to the Secretary of State’s Business Services Division. o Handle sensitive inquiries, complaints, and contacts with officials and the general public in a professional manner. o Provide assistance in using the agency’s website, computer systems, and related applications. • Document Review & Processing o Review documents for compliance with statutory requirements and agency policies; accept or reject filings accordingly. o Conduct quality control checks for accuracy of certificates, checks, addresses, and other filing information. o Identify filings with personal/sensitive information or fraudulent (“bogus”) filings. • Data Entry & Record Management o Enter and update filing information in the agency’s document management and tracking systems. o Create and manage work batches of filings for acceptance or rejection. o Maintain accurate logs and records of filings, mailings, and related transactions. o Prepare filings and associated materials for imaging and archiving. • Financial Transactions & Accounting o Operate point-of-sale systems for payments (cash, credit card, check). o Balance and reconcile receipts, filings, funds, and pages for imaging at the end of each processing day. o Follow office accounting procedures to ensure proper handling and reporting of financial transactions. o Prepare end-of-day work and balance reports. • Research & Problem-Solving o Conduct detailed searches to assist customers with document history, acceptance procedures, and filing status. o Make inquiries into the computer system to determine status of filings (in-process, hold, completed). o Apply problem-solving skills to address filing discrepancies and customer issues. • General Support & Additional Duties o Perform duties of other customer service staff during absences or peak workload periods. (e.g., opening mail, scanning documents, microfilm) o Support other divisions (e.g., election filings, campaign finance filings) as needed. o Carry out other tasks assigned by supervisors to support office operations. Unusual Working Conditions None MINIMUM QUALIFICATIONS • Education o Required: High school diploma or GED • Experience o Required: 9 mos. training or 9 mos. exp. in office practices & procedures; 9 mos. training or 9 mos. exp. in public relations or customer service that included techniques for handling difficult people; 9 mos. training or 9 mos. exp. in typing, keyboarding, data entry or word processing; 9 mos. training or 9 mos. exp. in the operation of a personal computer. o Or equivalent of Minimum Class Qualifications for Employment noted above. Knowledge, Skills & Abilities • Knowledge o Office practices, policies, and procedures, including those specific to Business Services operations. o Government structure and processes, including applicable laws, regulations, and filing procedures. o Secretary of State policies and procedures related to processing certificates, commissions, and filings. o Public relations principles and effective methods of providing customer service. o Interviewing and information-gathering techniques. • Skills o Word processing, typing, and data entry with accuracy and efficiency. o Operation of standard office equipment (e.g., fax machines, telephones, photocopiers, scanners, imaging systems, point-of-sale systems, and personal computers with Microsoft Office or other standard software). o Effective use of document management and tracking systems. • Abilities o Deal with multiple variables and determine appropriate actions in varied situations. o Define problems, collect data, establish facts, and draw valid conclusions. o Calculate and work with fractions, decimals, and percentages; perform basic arithmetic operations. o Originate routine business correspondence and maintain accurate records. o Gather, collate, classify, and analyze information about data, people, and filings. o Apply proper research methods when reviewing filings or resolving customer issues. o Handle sensitive inquiries and maintain professionalism in interactions with officials and the general public. o Meet deadlines while maintaining accuracy and productivity standards. • Technology o Personal computing; Microsoft Office 365 – Word, Excel, PowerPoint, Outlook; collaborative technology like Teams, SharePoint.

Responsibilities

The Customer Service Assistant 2 provides operational support by assisting customers, processing filings, and ensuring compliance with statutory requirements. This role includes responding to inquiries, maintaining records, and conducting research to resolve filing issues.