Customer Service Assistant 2
Department of Administrative Services, State of Ohio
 Columbus, OH

Ohio Department of Public Safety - Bureau of Motor Vehicles/Office of Driver Services/Telecommunications Unit

Work Hours: 8:00 a.m. - 5:15 p.m. (hours may vary)

Report in location: 1970 West Broad Street, Columbus, Ohio, 43223

Greet & respond to in-person, telephone &/or written inquiries from internal &/or external customers regarding the laws & procedures for driver license issuance, driver examinations, suspensions, reinstatement requirements, procedures for renewing or updating physically & medically restricted driver licenses, general inquiries or driver license status in a professional, courteous, friendly, respectful, & timely manner to ensure positive customer service; Listen carefully & 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; Document all correspondences with customers; Operate the Driver Examination (DX) Scheduling application; Live Chat with Bureau of Motor Vehicles (BMV) Customers.

Operate personal computer to retrieve information from Ohio Department of Public Safety (ODPS) &/or Bureau of Motor Vehicles (BMV) systems on most inquiries to view & verify case status or customer information in appropriate situations; Send callback messages to other sections via Project Tracking System (PTS) Phone Log when required; Authorize submissions of documents from customers to update &/or correct DPS/BMV systems; Prepare callback requests when more detailed information must be supplied by the section; Assist during backlog situations for other sections within the BMV; Maintain daily activity log; Assists in providing training to new customer service assistants &/or cross training to customer service assistants from other work units (e.g., lets employee listen in calls & shadow performance of other tasks to learn how to handle them & apply appropriate laws, rules, legal interpretations, policies &/or procedures applicable to each situation).

Perform other related duties as required (e.g. attend meetings, provide training/cross training to others, special projects, operate copy/fax machine, open mail, file, hand deliver messages/paperwork/mail & assist other units during backlog situations).

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.