Customer Service Assistant 3

Customer Service Assistant 3

Organization: Secretary of State

Agency Contact Name and Information: Ambra Storay

Work Location: SOS Civic Center Dr 1180 Civic Center Dr, Floor 1, Columbus, OH 43215

Primary Location: United States of America - Ohio - Franklin County - Columbus

Compensation: $55,861.52 PR 10 Step 1

Schedule: Full-time

Classified Indicator: Classified

Union: Secretary of State/CWA

Primary Job Skill: Customer Service

Job Description

Position Summary: As a Customer Service Assistant 3 (CSA3) under the direct supervision of the Deputy Director of Business Operations for the Secretary of State (SOS), this position plays a key role in managing complex filings and records while ensuring compliance with statutory requirements and the Hague Convention for document authentication. Responsibilities include processing and receiving official documents such as apostilles, authentications, commissions, and legislative bills. The CSA3 serves as a lead worker by providing direction, assistance, and training to lower-level customer service assistants. The role involves responding to inquiries from customers and SOS staff across multiple channels, offering guidance on filing requirements, and communicating statutory guidelines to the public, attorneys, and business owners. Additional duties include managing financial transactions by operating the point-of-sale system, processing payments, balancing receipts, and preparing end-of-day reports. The position also supports division operations by providing feedback on policies and customer communications and assisting staff during absences or peak workloads.

Essential Duties and Responsibilities

Customer Interaction:

• Research and respond to customer and SOS staff inquiries via mail, email, phone, or in person.
• Guide customers on the requirements for filing documents for acceptance.
• Handle telephone and in-person inquiries from the general public.
• Inform the public, attorneys, business owners, and SOS staff about statutory requirements related to filings and document submissions.

Document Management:

• Review and research complex filings and records for submission to the Secretary of State (SOS).
• Ensure documents are properly authenticated according to statutory requirements and the Hague Convention.
• Review and apply Business Services policies and procedures to accept or reject submitted documents.
• Process and receive documents and records, including apostilles, authentications, minister licenses, Corp filing documents.
• Accept or reject documents according to statutory guidelines and office procedures.
• Accept and document the receipt of filings and mailings for all SOS divisions. Including bills, rules, oaths, executive orders, and governor commissions.

Financial Transactions:

• Operate the point-of-sale system, receive payments, and follow office accounting procedures.
• Prepare end-of-day work reports, balance receipts, and reconcile filings.

General Support:

• Act as a lead worker, providing direction, assistance, and training to lower-level customer service assistants.
• Provide feedback to the Deputy Director of Business Operations regarding division policies and customer communication.
• Assist Business Services Customer Service Assistants during absences, peak periods, or as requested.

Unusual Working Conditions

Work Hours – 8 – 5 pm M-F – in the office – no remote work available.

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

Minimum Qualifications Education/Experience:

• 12 mos. trg. or 12 mos. exp. in office practices & procedures of which 3 mos. involved operation of various office equipment; 12 mos. trg. or 12 mos. exp. in public relations or customer service to include techniques for dealing with difficult people; 12 mos. trg. or 12 mos. exp. in state &/or federal laws, rules, policies & procedures applicable to assigned inquiries, requests, complaints &/or transactions to be processed; 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 6 mos. as Customer Service Assistant 2, 64432(S).
• Or 9 mos. exp. as Customer Service Assistant 1, 64431(S).
• Or equivalent of Minimum Class Qualifications for Employment noted above.

Knowledge, Skills & Abilities:

• Public Relations
• SOS policies and procedures (e.g., processing certificates and commissions)
• Government structure and processes (e.g., Ohio Revised Code)
• Typing
• Equipment operation (e.g., fax, telephone, photocopier, PC, Microsoft Office suite)
• Point of Sale System

Abilities:

• Deal with problems involving several variables in familiar contexts
• Define problems, collect data, establish facts, and draw valid conclusions
• Add, subtract, multiply, and divide whole numbers
• Originate routine business letters reflecting standard procedures
• Gather, collate, and classify information about data, people, or things
• Handle sensitive inquiries and contacts with officials and the general public

Technology:

• Personal computing; Microsoft Office 365 – Word, Excel, PowerPoint, Outlook; collaborative technology like Teams, SharePoint, and Point of Sale System.

Supplemental Information

Background check and drug screening required prior to employment

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.