About Us:
Our mission is to save lives, reduce injuries and economic loss, administer Ohio’s motor vehicle laws and preserve the safety and wellbeing of all citizens.
What You’ll Do as a Customer Service Assistant 2:
Ohio Department of Public Safety – Bureau of Motor Vehicles/Office of Vehicle Services/Titles Support Services
Report in location: 1970 West Broad Street, Columbus, Ohio 43223
(Currently Hybrid Eligible) Will occasionally report into the office for work. Subject to change.
Greet & respond to in-person, telephone &/or written inquiries in a professional, courteous, friendly, respectful & timely manner to ensure positive internal/external customer service; Listen carefully to internal/external customer 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; Respond to inquiries received from the Cisco Finesse phone system; Maintain unit standards & procedures as outlined within the section; Respond to live chat e-mail & mail from the general public & all other constituents; Administer laws in the Ohio Revised Code (ORC); Research & prepare form letters & other communications regarding titles; Utilize personal computer to collect information required to provide assistance in resolving title errors & discrepancies; Provide assistance & information via live chat, e-mail &/or telephone; Scan & retrieve information through BMV systems & face to face interactions; Act as liaison between BMV & the County Clerk of Courts Title Offices, third party vendors, ETA Dealer portal participants, Electronic Lien Titling (ELT) participants, & ServiceNow participants; Provide acceptable solutions for minor issues; Notify IT & all vendors of major issues & provide appropriate information to assist with resolution; Retrieve & review information from the Automated Title Processing System (ATPS); Research & prepare responses to questions related to the titling of a vehicle within Ohio &/or other states; Gather & analyze statistical data from customer surveys conducted through National Motor Vehicle Title Information System (NMVTIS); Stay abreast of section/department policies & procedures; Act as a resource to the public, to answer questions & reference the ORC &/or the Ohio Administrative Code (OAC) as needed.
Maintain log of calls made, research done, & correspondence processed daily; Review directives & ORC to determine the appropriate action; Work on special projects to evaluate practices & procedures & make recommendations; Assist in writing training manuals for titling procedures; Respond to written inquiries from customers/interested parties regarding titling procedures, rules & laws.
Assist with special projects as needed; Provide assistance regarding operational & procedural processes for new dealer participants in the ETA, Clerk of Courts, & ELT; Perform other related duties as required (e.g., assist in faxing & receipt of faxes from customers, courts, law enforcement; assist other sections within the Office of Vehicle Services as needed).
What’s in it for you:
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 available Ohio Med plans.
Dental, Vision and Basic Life Insurance
- Dental, vision, and basic life insurance premiums are free after completed eligibility period . Length of eligibility period is dependent on union representation.
Time Away From Work and Work/Life Balance
- Paid time off, including vacation, personal, and sick leave
- 11 paid holidays per year
- Childbirth/Adoption leave
Employee Development Funds
- The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.
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. Visit the Ohio Deferred Compensation website for more information.
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.
Qualifications
9 mos. trg. or 9 mos. exp. in office practices & procedures; 9 mos. trg. or 9 mos. exp. in public relations or customer service that included techniques for handling difficult people; 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 equivalent of Minimum Qualifications for Employment noted above.