HYBRID Customer Service Representative - 20042356

State of Ohio Jobs

Date: 1 week ago
City: Toledo, OH
Salary: $21 - $21 / hour
Contract type: Full time
State of Ohio Jobs
Primary Location
: United States of America-OHIO-Lucas County-Toledo

: Job & Family Services

Classified Indicator
: Classified

Bargaining Unit / Exempt
: Bargaining Unit

: Full-time

: $21.38 per hour

Unposting Date
: Feb 1, 2023, 10:59:00 PM

Job Function
: Customer Service

Agency Contact Name
: ODJFS Workforce Administration Team

Agency Contact Information
: Email: [email protected]

HYBRID Customer Service Representative - 20042356


Job Duties

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.

This position is held within the Office of Workforce Development (OWD) at ODJFS. Learn more about the office by visiting Job and Family Services – Office of Workforce Development website.

NOTICE: Current employees of ODJFS in the OCSEA/AFSCME union have selection rights before all other applicants. Applications from all other candidates will only be considered if an internal OCSEA/AFSCME applicant is not selected for this position.


3737 W. Sylvania Ave, Toledo OH 43623

Major Duties and Responsibilities:

Under general supervision, performs the following duties at OhioMeansJobs locations as a representative of the Ohio Department of Job and Family Services (ODJFS) as a partner agency:

Delivers Trade Adjustment Act (TAA) program services: using personal computer, schedules and coordinates Benefits Rights Information (BRI) sessions (e.g., establishes schedule to accommodate capacity for established audience; sets up training room; identifies presentation style [e.g., small groups; classroom; conference; U-shape]; prepares schedule and agenda; prepares and compiles hand-outs and materials using personal computer and applicable software [e.g., word processing; spreadsheet; presentation software]; tracks participant attendance; registers new applicants or updates previous applicants for Trade services using Advancement through Resources, Information, and Employment Services (ARIES); completes assessment (e.g., interviews customers to determine personal and work history 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 search outcomes); instructs and informs Trade eligible customers on labor market information and how to access employment opportunities; contacts customers via telephone and/or electronic mail; maintains contact with customers and provides case management (e.g., Department of Labor required services); if applicable, issues waivers; completes and reviews contracts; ensures benchmarks are maintained; records and enters activities in Ohio Job Insurance (OJI) and ARIES timely, to ensure positive impact on performance measures; identifies post training opportunities; using OhioMeansJobs.com, matches job seekers and employers based on needs and requirements; explains program and answers customers questions; remains flexible with changes in Trade law and requirements to include co-enrollment; instructs and informs Trade eligible customers on the partner services offered at the OhioMeansJobs Center; makes proper partner referrals for partner services; performs follow up.

Performs other related duties as assigned (e.g., attends staff meetings, conferences, trainings, and seminars; directs customers to unemployment compensation phones and/or to computer for self-registration for unemployment benefits in the OJI system; participates as a partner in cross-training other partner agencies on ODJFS services and programs; generates reports manually or operates personal computer to generate reports as required by Trade Supervisor; maintains logs, records, and files).


The following are the minimum qualifications for this position. For further consideration, applicants must clearly identify how qualifications are met within the education and/or experience sections of the applications. The ideal candidate, at minimum, must have the following:

  • Ability to add, subtract, multiply and divide, calculate fractions, decimals and percentages, and read, speak and write common English vocabulary;

  • 12 months training or 12 months experience in office practices and procedures;

  • 3 months training or 3 months experience in interviewing or questioning customers to solicit pertinent information in order to provide certain services;

  • 3 months training. or 3 months experience in public relations/customer service; demonstrate skill to type data accurately using personal computer keyboard with typing speed of 25 net words per minute;

  • 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


The equivalent of Minimum Class Qualifications for Employment noted above.

Knowledge of federal & state laws & departmental policies & procedures governing eligibility for & processing of unemployment insurance claims & providing employment services;* office practices & procedures; human relations/public 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 and other basic calculations; gather collate & classify information about data, people or things; 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.

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.

Unless the posting requires, please do not include attachments, as attachments will not be considered as part of your application.


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 [email protected]

Background Check Information

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 before excluding an applicant from consideration.

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