Job Description

Customer Support Specialist (AP1) - Southeast Region (24000BRU)

Organization: Opportunities for Ohioans with Disabilities

Agency Contact Name and Information: Sarah Baty, OOD.TalentAcquisition@ood.ohio.gov

Unposting Date: Dec 18, 2024, 11:59:00 PM

Compensation: $20.99/hour (unless required by legislation)

Schedule: Full-time

Work Hours: 8:00AM - 5:00PM M-F

Classified Indicator: Classified

Union: OCSEA

Primary Job Skill: Administrative Support/Services

Technical Skills: Computer Literacy, Scheduling, Clerical & Data Entry, Customer Service, Professional

Professional Skills: Attention to Detail, Customer Focus, Listening, Teamwork, Verbal Communication

Agency Overview

Opportunities for Ohioans with Disabilities (OOD) empowers Ohioans with disabilities through employment, disability determinations, and independence. Our agency works with partners in businesses, education, and non-profit organizations to facilitate customized employment plans for Ohioans with disabilities; helps Ohio companies recruit and retain employees with disabilities; and is the sole agency determining medical and vocational Social Security Disability Insurance (SSDI) and Supplemental Security Income (SSI) programs in Ohio. We help connect the people of Ohio who have disabilities with the resources, support, and opportunities that fit their unique needs, abilities, and interests so that they can find and retain meaningful employment. To learn more about what we do, please visit our website at ood.ohio.gov.

Follow us on social media @OhioOOD!

Job Description

Customer Support Specialist (CSS) Position Overview
Are you an experienced administrative professional eager to start a rewarding career in public service? Join Opportunities for Ohioans with Disabilities (OOD) as a Customer Support Specialist, where you will support our Vocational Rehabilitation (VR) professionals. Your responsibilities may include greeting customers in the reception area, answering phones, fielding general questions, and routing calls. You may also provide information about vocational rehabilitation services, maintain office calendars for client meeting rooms, conference rooms, and state vehicles, and handle general administrative duties such as processing mail, creating packets, and maintaining office supplies. If you are ready to make a positive impact and support our mission, we would love to hear from you!

Daytime travel within Ohio may be required. The selected candidate must provide own transportation or, in order to operate a state vehicle, must have a valid driver’s license. This is not a hybrid-eligible position and is required to report to the office 5 days a week.

Customer Support Specialist Duties

• Provide coverage for the office phone and front desk by responding to routine inquiries from participants with disabilities and/or the public as well as maintaining the sign in/out sheets and greeting guests.
• Process, distribute, scan, and upload incoming mail as well as print and process outgoing mail.
• Support staff by composing correspondence, sending letters, requesting medical records, and assisting participants in signing documents using technology.
• Complete data entry, and schedule intake meetings for people with disabilities applying for OOD services.
• Provide ongoing case service and programmatic support through correspondence, follow-up and reminder phone calls, supporting OOD Hiring Events, running reports, and more.

A Successful Customer Support Specialist

• Delivers excellent customer service.
• Is time-efficient, organized, and quality-driven.
• Has the ability to multi-task.
• Displays excellent communication skills.
• Works well in a team environment.
• Effectively utilizes office technology and tools.

Classification: Administrative Professional 1

Locations Available:
Columbus BSVI/BVR: 150 East Campus View Boulevard, Suite 300, Columbus, OH 43235
OOD New Boston: 3879 Rhodes Avenue, 2nd Floor, New Boston, OH 45662

Bureau of Vocational Rehabilitation Division Overview
OOD’s Bureau of Vocational Rehabilitation (BVR) and Bureau of Services for the Visually Impaired (BSVI) provide vocational rehabilitation (VR) services to eligible individuals with disabilities to assist them to attain and maintain competitive integrated employment. OOD works with adults seeking to enter the workforce or retain a job, and with youth beginning at age 14 to assist them as they transition from high school into college and/or the workplace. For more information, click here to view the OOD Vocational Rehabilitation Fact Sheet.

Diversity, Equity, Inclusion, and Accessibility (DEIA) Mission Statement
OOD is deeply committed to diversity, equity, inclusion, and accessibility (DEIA) and is actively engaged in continual DEIA improvement. OOD is amongst the top-ranked state agencies implementing DEIA planning and programming into businesses operations and services. We strive to hire, sustain, and promote a workforce that not only embraces this mission but is also reflective of the rich diversity of the Ohioans we serve. OOD is intentional in cultivating an inclusive, diverse, equitable, and accessible environment where all voices are heard, respected, and valued, as demonstrated by the way we treat all individuals.

If you require an accommodation based on a disability for any step of the selection process, please contact OOD.DiversityandInclusion@ood.ohio.gov so proper arrangements can be made. Opportunities for Ohioans with Disabilities is an Equal Employment Opportunity Employer.

Applications and Selections
Please ensure your online application clearly indicates how you meet minimum qualifications (MQs). Applications that fail to demonstrate how they meet minimum qualifications will not be considered. If you meet MQs due to college courses, a degree, and/or relevant licensure, you must submit a copy of your unofficial transcript by the posting deadline by attaching directly on the Additional Attachments section of the application (Step 7) or via email to OOD.TalentAcquisition@ood.ohio.gov.

“See resume” is not a substitution for completing supplemental questions. Answers to the supplemental questions must be supported by the work experience/education sections of the application.

Applicants can check their application status and all vacancy-related email correspondence on “My Jobpage.” On the Careers.Ohio.Gov job search webpage, once signed in the link to My Jobpage is displayed under the TeamOhio logo. Applicants who require technical assistance (e.g., issues logging in or other system-related issues) should contact careers@ohio.gov.

This position shall be filled in accordance with the provisions of the OCSEA Collective Bargaining Agreement. The selection process consists of an online assessment and a remote structured interview. All communications are sent via email. Candidates should make sure their account contains an email address that is checked regularly including checking junk and/or spam.

Background Check
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.

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

• 1 year training or 1 year experience in secretarial science or business office applications.
• OR equivalent of education and/or experience per Minimum Class Qualifications noted above.

Job Skills: Administrative Support/Services, Clerical & Data Entry, Computer Literacy, Customer Service, Professional, Scheduling, Customer Focus, Listening, Attention to Detail, Teamwork, Verbal Communication

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.

Job Type: Full-time

Pay: $20.99 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Location: In person

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