Customer Service Specialist

Customer Service Assistant 2 The Bureau of Regulatory Operations (BRO) manages the Nurse Aide Registry (NAR) for the state of Ohio and is currently seeking a Customer Service Assistant to provide information and communicate procedures. This job entails the following tasks: Provides assistance and information in response to telephone, and/or written (i.e., hard copy & electronic) inquiries from nurse aide consumers, business community, government officials, general public, long term care facilities, public and private agencies pertaining to the NAR. Corresponds with NARs in other states to obtain information regarding reciprocity and grants or denies certification reciprocity. Responds by phone to inquiries of abuse and neglect findings and communicates procedures for training/testing for nurse aides. Forwards requested material to nurse aides, long-term care facilities, law enforcement, surveyors/investigators and federal contractors about compliance with nurse aide rules. Opens, stamps, logs in and sorts mail for NAR/ prepares certified mailings. Maintains electronic files and retrieves information. Develops and maintains office procedures (e.g., development of new and revised forms and procedures to coordinate daily workflow). Imports successful nurse aide candidates to registry. Updates the National Practitioner Database with the names of individuals who have adverse finding results of abuse, neglect, exploitation and misappropriation of a resident's property. Verify and/or give out information or give status of licenses. Prepares and/or maintains reports concerning work processed/calls handled. Copies, collects and distributes written materials. Updates information contained in state and federal systems (i.e., Certification and Licensure System (CALS), WISE, Automated Survey Process Environment (ASPEN), Internet Quality Improvement & Evaluation System (iQIES)). Answers BRO phone lines, mail & scanning documents for other program areas. UNUSUAL WORKING CONDITIONS: May be confined to desk answering telephone for 6.5 7 hours per day. 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. Position Qualifications: Minimum Qualifications (Must meet all bulleted criteria): 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. Applications of those who meet the minimum qualifications will be further evaluated against the following criteria: Associates or advanced degree in public relations Experience working in high-volume call center environment deescalating irate calls Experience with equipment operations (e.g., scanning/faxing and/or multi line phone system) Experience using computer software (e.g., Word, Excel, Outlook, databases) Experience in tracking calls, logging information and preparing reports Experience in responding professionally to the public, healthcare facilities and government officials via telephone and/or written inquiries Experience in managing and safeguarding confidential data/information All eligible applications shall be reviewed considering the following criteria: qualifications, experience, education, and active disciplinary record Job Skills: Customer Service Technical: Data Entry, Information Technology, Operational and Administrative Support Professional: Attention to Detail, Confidentiality, Customer Focus, Verbal Communication Educational Transcript Requirements: Official educational transcripts are required for all post-high school educational accomplishments, coursework or degrees claimed on the application. Applicants will be required to submit an official transcript prior to receiving a formal offer of employment. Failure to provide transcripts within five (5) working days of being requested will cause the applicant to be eliminated from further consideration. Please note that a transcript is considered "official" only if it is an original copy from the educational institution and includes an institutional watermark, ink stamp or embossed stamp. Transcripts printed from the institution's website will not be accepted. ODH reserves the right to assess the academic credibility of an educational entity's award of a putative degree. Supplemental Information: ALL ANSWERS TO THE SUPPLEMENTAL QUESTIONS MUST BE SUPPORTED BY THE WORK EXPERIENCE/EDUCATION PROVIDED ON YOUR CIVIL SERVICE APPLICATION. Unless required by legislation, the selected candidate will begin at Pay Grade 28, Step 1 of the OCSEA union Pay Range Schedule ($23.65 per hour), with an opportunity for pay increase after six months ($24.27 per hour) of satisfactory performance and then a yearly raise thereafter. APPLICATION PROCEDURES: All applicants must submit a completed Ohio Civil Service Application using the TALEO System. Paper applications will not be considered. Applicants must clearly indicate how they meet the minimum qualifications and/or position specific minimum qualifications. Applicants are also encouraged to document any experience, education and/or training related to the job duties above. An assessment of these criteria may be conducted to determine the applicants who are interviewed. STATUS OF POSTED POSITION: You can check the status of your application online by signing into your profile. Jobs you applied for will be listed. The application status is shown to the right of the position title and application submission details. BACKGROUND CHECK NOTICE: The final candidate selected for this 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 before excluding an applicant 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.