Customer Service Assistant 1 - Remote Eligible

Customer Service Assistant 1

The Ohio Department of Taxation is responsible for the administration of individual and business taxes across the state. Guided by our mission statement, we are one team providing education, innovation, outreach, and exceptional service to our customers through courtesy, accuracy, and responsiveness in each interaction. Taxation is committed to building a strong and skilled workforce. We invest in the development of each employee through comprehensive training, a competitive total compensation package that includes benefits (medical, dental, and vision insurance), tuition reimbursement, health and wellness programs, work-life balance initiatives, and opportunities for career advancement. The Ohio Department of Taxation is seeking multiple talented candidates to fill entry level positions with the customer care center.

What you'll do as a remote customer service assistant 1:

• Play a crucial role in providing assistance to taxpayers by answering routine questions and inquires via consecutive phone calls.
• Utilize taxation systems to review taxpayer accounts and to provide summary/scripted guidance regarding billing or assessment notices and status of refund claims.
• Be given the opportunity to learn about and become knowledgeable of the various taxes assessed by the state of Ohio.
• Undergo thorough training on a wide array of tax types such as individual income tax, school district withholding taxes, and business taxes.

This is a great "work from home" opportunity. On the first day of employment, newly hired customer service assistants will be required to report to taxation headquarters at 4485 Northland Ridge Blvd. Columbus, Ohio 43229 to fill out paperwork, retrieve their equipment and begin training. Additionally, we will give you all the training, technologies, and continuing support you'll need to succeed. As a note, these roles will be required to come to taxation headquarters for necessary meetings and/or trainings. This will be a remote position with the exception of pre-scheduled training days onsite.

Computer requirements: the Ohio Department of Taxation will provide any necessary equipment. Internet requirements: DSL, cable, or fiber connection (satellite and wireless/hotspots are not acceptable). Speeds: 25 mbps download and 10 mbps upload or higher. Must reside in Ohio and have a valid Ohio address for residence.

The selected candidate will begin at pay grade 27, step 1 ($21.93/hour or $45,614/annually) of the OCSEA pay range schedule, with annual pay increases after 4 months of satisfactory performance.

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:

• 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 operation of personal computer.
• Or 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 classification after serving 6 months as a customer service assistant 1, 64431.

Technical skills: customer service. Professional skills: active learning, customer focus, and verbal communication.

Supplemental information:

• The final candidate selected for the position will be required to undergo a criminal background check.
• Section 2961 of the Ohio revised code prohibits individuals convicted of a felony including but not limited to fraud, deceit, or theft from holding a position that has substantial management or control over the property of a state agency.
• Additionally, section 5703.081 of the Ohio revised code requires the Ohio Department of Taxation employees to promptly file and pay tax returns.

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.