IN PERSON - Customer Service Representative (20042301)

IN-PERSON - Customer Service Representative (20042301 )

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 that includes generous benefit options and a flexible work life balance making our agency a great place to work!

• Low-cost health care benefits with FREE dental and vision
• Guaranteed 11 paid holidays each year
• Significant employer paid OPERS contributions
• Employee tuition reimbursement programs
• Wellness incentives for healthcare participants
• And much more!

To learn more about ODJFS, please visit our website at www.jfs.ohio.gov, find us on LinkedIn and follow us on Facebook.

Major Duties and Responsibilities

Under general supervision, provides Wagner-Peyser services to Ohioans seeking reemployment services and provides partner assistance within the OhioMeansJobs Center locations as a representative of the Ohio Department of Job and Family Services (ODJFS): serves as Office of Workforce Development (OWD) team member conducting various in-person and virtual reemployment activities (e.g., workshops; interviewing skills; resume development; job search); provides unemployment insurance (UI) assistance and reemployment services/activities to UI claimants; assists individuals, including rapid response impacted workers, with obtaining new employment; assists individuals navigate OhioMeansJobs.com; registers individuals in Ohio's case management system; interviews job seekers to determine work history and assess skills, knowledge, abilities, and aptitude; determines veteran status and provides individualized priority services to Ohioans with military service; identifies barriers to employment (e.g., homelessness; hygiene; physical limitations); develops employability plan to assist with a successful employment outcome; informs individuals of labor market information and how to effectively utilize the information for efficient job search; utilizes OhioMeansJobs.com to match job seekers with employers seeking talent; refers individuals to career and supportive services (e.g., community and OhioMeansJobs Center partner services); records and maintains on-going account of service activities provided to job seeker in case management system to ensure activities are completed; conducts outreach activities to targeted audiences.

Conducts workshop and/or job hiring events: plans event (i.e., establishes frequency and length of workshop/event; sets-up room [e.g., in-person or virtual]; identifies presentation style [e.g., small groups; classroom; conference; virtual]; prepares workshop/event schedule and agenda); develops and compiles materials using personal computer and applicable software; identifies and notifies participants and guest speakers; distributes workshop/event notifications; tracks participant attendance and evaluation process; coordinates with other OhioMeansJobs Center partners to create goals and strategies for workshop/event; collects data on training needs of participants and suggested workshop topics.

Provides General Orientation and Resource Room services to individuals: provides information and reference materials regarding OhioMeansJobs Center partner services; schedules individuals for group orientation sessions; refers individuals to Resource Room or OhioMeansJobs Center partner for services; verifies availability of job openings for individuals; develops computer-assisted instructions; assists and trains individuals to effectively use job search tools and strategies using a variety of formats and methods (e.g., computer-based; networking; self-service; staff-assisted).

Performs other related duties as assigned (e.g., participates in staff meetings, conferences, and seminars; travels to sites to deliver ODJFS services; participates as a partner in cross training other partner agencies on ODJFS services and programs; operates personal computer to produce correspondence, reports, and other documents; maintains logs, records, and files).

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 (3) options:

Option #1

Ability to add, subtract, multiply and divide, calculate fractions, decimals and percentages, and read, speak & 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 in order 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; must provide own transportation.

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.

Major Worker Characteristics

Knowledge of federal & state laws & departmental policies & procedures governing eligibility for & processing of unemployment insurance claims & providing employment services;* office practices & procedures; human relations/pubic relations/customer service; interviewing; basic English vocabulary. Skill in typing to enter/update data into multiple screens necessary to provide service; operation of personal computer using windows application of 3.1 or equivalent. Ability to interview/question applicants/claimants to gather necessary information to define problem, establish facts & draw valid conclusions; add, subtract, multiply & divide whole numbers & calculate fractions decimals & percentages to calculate deductible earnings, make approximations, complete time sheets & other basic calculations; gather collate & classify information about data, people or things; in TRC only, answer continuous succession of timed telephone calls to gather customer/claimant information while simultaneously entering data into applicable computer system using personal computer keyboard in windows environment; physically operate personal computer; communicate verbally by telephone, face-to-face & in writing to convey & receive information to meet customer's need using basic English vocabulary.

(*) Developed after employment.

Supplemental Information

Unless required by legislation or union contract, starting salary will be the minimum salary of the pay range (step 1, currently $21.38 per hour) associated with this position.

All answers to the supplemental questions must be supported by the work experience/education provided on your civil service application.

When contacted for an interview, an applicant who requires special accommodations due to a disability should notify the office at that time so proper arrangements can be made for the interview.

Status of Posted Positions

You may check the status of your application online by signing into your profile and clicking the “My Jobpage” tab to view completed submissions and submission details. If you have questions/inquiries, other than your application status, please direct them to the HR_Support_Center@jfs.ohio.gov.

TRAVEL REQUIRED, AS NEEDED. MUST PROVIDE OWN TRANSPORTATION OR, IN ORDER TO OPERATE A STATE VEHICLE, YOU MUST HAVE A VALID DRIVERS LICENSE.

The final candidate selected for the position will be required to undergo a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant's prior criminal convictions will be made excluding an applicant from consideration.