REMOTE – Intermittent – Customer Service Representative – (20037015, 20042283, 20045527) The Ohio Department of Job and Family Services (ODJFS) is a $3.5 billion agency with approximately 2,500 employees. ODJFS develops and supervises the state’s public assistance, workforce development, unemployment insurance, child and adult protective services, adoption, childcare, and child support programs. ODJFS’ mission is to improve the well-being of Ohio’s workforce and families by promoting economic self-sufficiency and ensuring the safety of Ohio’s most vulnerable citizens.
At ODJFS, we offer our employees a rewarding work experience in public service helping Ohioans achieve a sustainable lifestyle!
To learn more about ODJFS, please visit our website at www.jfs.ohio.gov , find us on LinkedIn and follow us on Facebook .
PLEASE READ THE FOLLOWING INFORMATION:
- This position is temporary, unclassified, and is not eligible for benefits.
- This is a part-time position with 32 hours per week. The (32) hours per week schedule is Monday through Thursday 8:00 AM to 4:30 PM with a 30-minute lunch. There will be (3) weeks of training and the schedule will be Monday through Thursday – 8;00 AM to 4:30 PM , this schedule is non-negotiable.
- At this time, this position is working from home although you will initially have to come to an ODJFS facility in Columbus, Ohio to pick up equipment and receive initial instructions.
- To do this job, you are required to provide your own Internet access. Internet connection speed of a minimum of 20MBPS download and 2MBPS upload is required. Candidates are required to live within the state of Ohio. Applicants residing in other states will not be considered.
- There are multiple positions available.
Major Duties and Responsibilities
Under general supervision, operates soft panel telephone and personal computer with Windows application and applicable software applications in order to assist customers with new registrations or updating existing registrations; assists customers from an assigned queue of calls, emails, and/or chats; independently conducts interviews to determine customer needs (e.g., registration; referral to partner services or other program areas); refers customers to support services and programs (e.g., Work Opportunity Tax Credit [WOTC]; Ohio Job Insurance/Unemployment Insurance [OJI/UI]; Vet Services or OhioMeansJobs [OMJ] Centers) via phone, chats, and/or email; makes entries in additional systems (Advancement through Resources, Information, and Employment Services [ARIES] or OJI) and follows up to ensure activities are completed; serves as team member for Career Coaching feature of OhioMeansJobs.com; assist job seekers understanding next steps pertaining to OMJ activities; registers new applicants or updates previous applications for employment using ARIES; interviews job seeker to determine personal and work history in order to assess skills, aptitude, physical limitations, job interest, and readiness; develops mutually agreed upon employability plan to access employment/training opportunities and to address barriers which may negatively impact successful job outcomes; instructs and informs job seekers on labor market information and how to access employment opportunities; uses OMJ site to match job seekers and employers based on needs and requirements; contacts job seekers regarding job referrals to employment opportunities; responds to job seeker concerns regarding appropriateness, quality, and number of job referrals; contacts job seeker to track and enter appropriate placement information in ARIES; records and maintains ongoing account of service activities provided to job seeker on appropriate screens in ARIES (e.g., case management); identifies post-employment training opportunities; provides guidance to customers (e.g., registration; create; post and/or upload resumes; career profile assessment); assists employers, job seekers, youth, and workforce professionals to understand intent and scope of account services and other options to meet the specific needs; researches and responds to inquiries and complaints; provides technical advice to aid customers in decision making.
Serves as Ohio Department of Job and Family Services (ODJFS), Office of Workforce Development (OWD), Workforce Systems team member; performs Wagner-Peyser duties by assisting internal ODJFS staff, external job seekers, OMJ Partners, other State agencies, and customers; assists job seekers with finding new and/or better employment opportunities; assists employers in finding new employees or retraining and/or providing additional training opportunities to current staff; assists workforce professionals, employers, and job seekers in learning where to find additional assistance such as funding opportunities for school or funding for retraining current/future staff; instructs customers on navigation of OWD systems.
Performs other related duties as assigned (e.g., participates in staff meetings; travels to attend trainings; operates personal computer to produce correspondence, reports, and other documents; maintains logs, records, and files)
Qualifications
The following are the minimum qualifications for this position. Applicants must specifically identify how the required job qualifications are met in the Education and/or Work Experience – “Job Duties” Sections of the application.
To meet the minimum qualification for this position you have (2) options:
Option #1
Ability to add, subtract, multiply & divide, calculate fractions, decimals & percentages, and read, speak and write common English vocabulary AND (12) months training OR (12) months experience in office practices & procedures AND (3) months training OR (3) months experience in interviewing or questioning customers to solicit pertinent information to provide certain services AND (3) months training OR (3) months experience in public relations/customer service AND demonstrate skill to type data accurately using personal computer keyboard with typing speed of (25) net words per minute AND demonstrate proficiency in using personal computer with windows application of 3.1 or equivalent.
In addition to preceding, applicants for positions in telephone registration centers must demonstrate ability to respond effectively to continuous succession of timed telephone calls to gather information while simultaneously entering data into computer system using personal computer keyboard with windows application of 3.1 or equivalent.
Option #2
Equivalent of Minimum Class Qualifications for Employment noted above.