Customer Service Representative

Customer Service Assistant 2 Organization: Unemployment Compensation Review Commission Agency Contact Name and Information: Gina King Unposting Date: Aug 22, 2026, 3:59:00 AM Work Location: Franklin County Remote Work NO ADDRESS Columbus 43085 Primary Location: United States of America-OHIO-Franklin County-Columbus Compensation: $23.65 Schedule: Full-time Work Hours: 8:30am -5:00pm Classified Indicator: Classified Union: OCSEA Primary Job Skill: Customer Service Technical Skills: Basic Documentation, Computer Literacy, Data Entry, Clerical & Data Entry, Communications, Customer Service, Operational and Administrative Support, Records Management, Telecommunication Systems, Administrative support/services Professional Skills: Adaptability, Attention to Detail, Building Trust, Conflict Management, Cultural Awareness, Customer Focus, Decision Making, Ethics and Values, Flexibility, Listening, Organizing and Planning, Problem Solving, Responsiveness, Teamwork, Time Management, Verbal Communication, Written Communication, Confidentiality Agency Overview: The Review Commission ("the Commission") is composed of three members appointed by the Governor and a team of attorney hearing officers and administrative support staff. The Commission is independent of the Ohio Department of Job and Family Services (ODJFS) for purposes of delivering timely and fair hearings on unemployment insurance matters. The Commission conducts fair due process hearings on ODJFS unemployment insurance decisions appealed by claimant and employers. After a review of the facts, the Commission may affirm, reverse, remand, or modify ODJFS decisions. The Commission holds "de novo" or full hearings on appeal, offering customers a new review of disputed unemployment insurance issues in a fair and efficient manner. We aspire to conduct business with consistency and to preserve the honor, dignity, and respect of those we serve. We will conduct our agency's business with Fairness, Integrity, Efficiency and Consistency. Job Description What You Will Do As a Customer Service Assistant 2, your job duties include but are not limited to: Independently handles incoming inquiries via telephone or correspondence from interested parties regarding various aspects of their case before "the Commission". Grants or deny reassignments and/or postponement requests via interested parties. Serves as a liaison between the Chief HO and "the Commission" customers (e.g. claimants, employers, representatives and internet customers) resolving problems and handling issues relating to the appeal(s). Support and assist hearing officers by taking incoming calls for scheduled telephone hearings. Electronically record through database management case specific information (i.e. names and titles of interested parties, telephone numbers, witnesses) which enable the Hearing Officer to connect the parties and begin the hearing. Notifies parties of activity in their case via verbal, written or telephone. Assists and supports Program Administrator 2 (PA2) of routine and administrative duties to include processing unemployment appeals, researching & analyzing additional appeals and Director's files to determine status Review "the Commission" policies/procedures as they pertain to appeal on record. Serves as liaison between "the Commission" and UC Benefits (e.g., case records and jurisdiction). Prepares statistical data for PA2; works on special projects as directed by PA2. Performs other related duties as assigned (e.g., customer service daily administrative functions to include backup with file copy, mail processing overpayments, subpoenas, dismissals, withdrawals, & vacates). Schedule: Full-Time Hours: Standard workdays are Monday through Friday. Hours are between 8:30 a.m. and 5:00 p.m. Location: This position will be headquartered at Rhodes State Officer Tower - 30 E. Broad Street, Columbus, OH 43215 Travel: For training purposes and required Program Area meetings, occasional travel will be required. PN(s): 20037602. Why Work for the State of Ohio 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 Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period Paid time off, including vacation, personal, sick leave and 11 paid holidays per year Childbirth, Adoption, and Foster Care leave Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more) Public Retirement Systems ( such as OPERS, STRS, SERS, and HPRS ) & Optional Deferred Compensation ( Ohio Deferred Compensation ) *Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position. Qualifications The ideal candidate, at minimum, must have the following: OPTION 1 9 months training or experience in the following: Office practices & procedures Public relations or customer service that included techniques for handling difficult people Typing, keyboarding, data entry or word processing Operation of personal computer OPTION 2 The equivalent of minimum class qualifications for employment noted above. Tips For Your Application When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered. Pay Information This position is in the State of Ohio's OCSEA Pay Schedule, Pay Range 28. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range (step 1, currently $23.65 per hour). These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below. Pay Range 28 Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Hourly $23.65 $24.27 $24.88 $25.61 $26.54 $27.56 $28.76 Annual $49,192 $50,482 $51,750 $53,269 $55,203 $57,325 $59,821 Months of Employment At Hire 6 Months 18 Months 30 Months 42 Months 54 Months 66 Months Supplemental Information ADA Notice If you require an accommodation based on a disability for any step of the selection process, please contact View email address on click.appcast.io. Selection Priority Notice Current employees of ODJFS in the OCSEA union have selection rights before all other applicants. Applications from all other candidates will only be considered if an internal OCSEA applicant is not selected for this position. Background check information The final candidate selected for this position will be required to undergo a criminal background check. Some positions may require drug testing and/or fingerprinting. Criminal convictions do not necessarily disqualify candidates from consideration. ADA Statement 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. Drug-Free Workplace The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.