Customer Service Assistant 1 - Cuyahoga County - Garfield Hts. - PN 20057218

Customer Service Assistant 1, ODOT District 12 - Garfield Hts., Cuyahoga County, PN 20057218

Who We Are:

The Ohio Department of Transportation (ODOT) oversees building and maintaining the nation's 5th largest interstate system and the 2nd largest number of bridges. We take pride in providing safe and efficient roadways for the people of Ohio and for the people traveling within our great state.

And to achieve that, we do A LOT! From Planning, Engineering, and Construction to Law, HR, Communications, IT, and everything in between, ODOT has a career for just about everyone. ODOTers are hardworking, passionate, and dedicated to public service.

We strive to achieve our agency's vision every day: To be a long-term, reliable, professional, and highly productive organization.

ODOT's Mission Statement:

To provide a transportation system that is safe, accessible, well-maintained, and positioned for the future.

What You Will Do:

As the Customer Service Assistant, you will be the primary coverage for the Front Desk Reception Area. Ensure that the Switchboard is covered daily, Monday-Friday from 7:30a to 4:30p.

You will greet and direct visitors. Talk to callers to get pertinent information, to better assist in resolving a concern or transferring to the appropriate person to resolve an issue to satisfaction. Ensure proper sign-in and out of our customers as well as giving out badges to all who enter the building for meetings.

You will arrange coverage for the reception area during scheduled absences. Resolve basic routine complaints from internal/external customers in response to written, telephone, email, or in-person inquiries. Coordinate & schedule meetings.

Daily, print and post daily meeting agendas. Maintain updated District 12 Phone Directory. Print Service Awards for the Director's signature and then distribute.

Who we are looking for:

We are looking for someone who is customer-focused, patient, and personable. Someone who is customer-focused for both internal and external customers. Someone who has a good work ethic, the ability to communicate clearly, and is reliable.

What's in it for you:

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

• Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.

Dental, Vision, and Basic Life Insurance

• Dental, vision, and basic life insurance premiums are free after completing the eligibility period. The length of the eligibility period is dependent on union representation.

Time Away from Work and Work/Life Balance

• Paid time off, including vacation, personal, and sick leave

• 11 paid holidays per year

• Childbirth/Adoption leave

Employee Development Funds

• The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.

Ohio Public Employees Retirement System

• OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement.
  
  The employer contributes an amount equal to 14% of the employee's salary. Visit the OPERS website for more information.

Deferred Compensation

• The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website for more information.

Official Position Description:

Performs basic clerical tasks (e.g., answers & screens telephone calls, opens, sorts, & distributes mail, etc.). Acts as primary coverage for district receptionist desk; greets & directs visitors; arranges coverage for receptionist duties for scheduled absences. Provides basic/routine information to & resolves basic/routine complaints from internal & external customers (e.g., the general public, consultants, state employees, & government officials) in response to written, telephone, teletype, email, or in-person inquiries as front/main desk receptionist for District. Greets & directs visitors & ensures that appropriate security measures are followed (e.g., assigns ID tags, ensures visitors sign in & sign out). Uses personal computer (e.g., Complaint Inquiry Management System) to coordinate complaints (i.e., enters customer complaints into the database, prepares weekly reports of complaints submitted & monitors resolution to ensure satisfactory customer service).

Coordinates, schedules, & maintains conference rooms (e.g., dates & times, types of meetings, seating capacity, chair & table arrangements, audio/video needs, etc.) using computer & related software (e.g., Microsoft Office). Operates personal computer (e.g., Microsoft Word & Excel) to enter, update, correct, delete, or send data; drafts correspondence; provides emergency phone service for internal & external customers & updates telephone listings.

Maintains district files on service awards & provides various awards to the Deputy Director to distribute to employees. Handles inter-departmental telephone calls & channels calls to appropriate parties for response. Performs other work-related duties as assigned.

3 mos. trg. or 3 mos. exp. in office practices & procedures; 1 course or 3 mos. exp. in public relations or customer service to include techniques for dealing with difficult people; 1 course or 3 mos. exp. in typing, keyboarding, data entry, or word processing; 1 course or 3 mos. exp. in the operation of personal computers.

• Or the equivalent of Minimum Qualifications for Employment noted above. Note: in the telecommunications section, within the Ohio Department of Public Safety, employees will automatically be reassigned to the Customer Services Assistant 2, 64432 classifications after serving 6 months as a Customer Service Assistant 1, 64431.

Job Skills: Customer Service