Customer Service Assistant 2

Job Description

Customer Service Assistant 2

(
2600072P
)

Organization
:

Job & Family Services
Agency Contact Name and Information
:

odjfscareers@jfs.ohio.gov
Unposting Date
:

Oct 1, 2026, 11:59:00 PM
Work Location
:

James A Rhodes Office Tower 31

30 East Broad Street

31st Floor

Columbus

43215
Primary Location
:

United States of America-OHIO-Franklin County-Columbus

Compensation
:

23.65
Schedule
:

Full-time
Classified Indicator
:

Classified
Union
:

OCSEA

Primary Job Skill
:

Customer Service
Technical Skills
:

Customer Service, Public Relations, Administrative support/services
Professional Skills
:

Attention to Detail, Customer Focus, Listening, Verbal Communication, Written Communication, Confidentiality

Agency Overview
Who We Are
The Ohio Department of Job and Family Services (ODJFS) supports Ohioans and their families through the following programs:
Cash and Food Assistance
Employment Services and Workforce Development
Unemployment Insurance
Adult Protective Services
Child Support
Public service is an honorable way to serve the community in a hands-on dedicated way. You can make a difference in someone's world!
Guiding Principles
We will be a leader in customer satisfaction.
We will have a reputation that attracts and retains talented, diverse, and dedicated employees.
We get better at what we do every day.
Job Description
Office of Legal & Acquisition Services
The Bureau of State Hearings (BSH) handles appeals from individuals who disagree with decisions made about their public benefits. We make sure every person has a chance to present their case and receive a clear, timely decision regarding their appeal. BSH serves individuals who receive Medicaid, Supplemental Nutrition Assistance Program (SNAP), Ohio Works First, Child Care, Child Support, Adoption Assistance, and Prevention Retention and Contingency (PRC).
Learn more about the Office by visiting the

ODJFS BSH webpage.
What You Will Do
Respond to inquiries and complaints requiring deep knowledge of laws, rules, policies and procedures.
Process, track, and update hearing requests across multiple programs (SNAP, Medicaid, OWF, Child Care, Adoption Assistance, PRC).
Review hearing requests and related documentation to determine appeal validity, timeliness, and appropriate actions.
Prepare appeal records and dockets by researching and verifying information across systems such as OBWP, SETS, SACWIS, HATSX, and shared inboxes.
Provide customer assistance via phone, email, chat, and in-person interactions, offering updates, resolving questions, and directing callers appropriately.
Process expedited hearing requests and handles documents containing sensitive information (FTI, HIPAA).
Coordinate with coworkers, attend trainings, and use tools like Outlook and Microsoft Office Suite, Adobe, Tableau to complete tasks and produce reports.
Maintains logs, records, files, and participates in meetings or other assigned duties.
Preferred Skills
Strong Knowledge of public assistance programs, state hearing processes, and related regulations.
Excellent communication skills, both written and verbal.
High attention to detail and the ability to verify and interpret complex information.
Proficient with multiple software systems (OBWP, SETS, SACWIS, HATSX, Microsoft Office Suite, Outlook).
Strong customer service and problem-solving abilities.
Ability to independently prioritize tasks and make informed decisions.
Ability to maintain professionalism when dealing with sensitive or difficult interactions.
Schedule:
Full-time.
Hours:
Standard workdays are Monday through Friday. Hours are between 7:00 a.m. and 6:00 p.m.
Location:
P
osit
ions are headquartered at the James A Rhodes State Officer Tower - 30 E. Broad Street, Columbus, OH 43215.
Travel:
Occasional travel within the state of Ohio.
PN(s):
20036628, 20045299, 20042325, 20042484.
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
The candidate, at minimum, must have the following:
Option 1:
9 mos. trg. or 9 mos. exp. in office practices & procedures;
AND
9 mos. trg. or 9 mos. exp. in public relations or customer service that included techniques for handling difficult people;
AND
9 mos. trg. or 9 mos. exp. in typing, keyboarding, data entry or word processing;
AND
9 mos. trg. or 9 mos. exp. in operation of personal computer.
Option 2:
The equivalent of Minimum Class Qualifications For Employment noted above.
Tips For Your Application
When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.
Pay Information
This position is in the State of Ohio's OCSE
A Pay Schedule, Pay Range 28
. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range
(step 1, currently $23.65 per hour).
These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below.
Pay Range 28
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Hourly
$23.65
$24.27
$24.88
$25.61
$26.54
$27.56
$28.76
Annual
$49,192
$50,482
$51,750
$53,269
$55,203
$57,325
$59,821
Months of Employment
At Hire
6 Months
18 Months
30 Months
42 Months
54 Months
66 Months
Supplemental Information
Selection Priority Notice

Current employees of ODJFS in the OCSEA union have selection rights before all other applicants. Applications from all other candidates will only be considered if an internal OCSEA applicant is not selected for this position.
ADA Notice
If you require an accommodation based on a disability for any step of the selection process, please contact ada_public@jfs.ohio.gov.
Background check information
The final candidate selected for this position will be required to undergo a criminal background check. Some positions may require drug testing and/or fingerprinting. Criminal convictions do not necessarily disqualify candidates from consideration.
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.

Requirements

minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.
Pay Information
This position is in the State of Ohio's OCSE
A Pay Schedule, Pay Range 28
. Unless required by legislation or union contract, starting salary will be the minimum salary of that pay range
(step 1, currently $23.65 per hour).
These ranges provide a standardized pathway for pay increases. With continued employment, new hires move to the next step in the range after 6 months and annually thereafter. Cost of Living Adjustments increase wages in these ranges each fiscal year. The current step progression wages are in the table below.
Pay Range 28
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
Hourly
$23.65
$24.27
$24.88
$25.61
$26.54
$27.56
$28.76
Annual
$49,192
$50,482
$51,750
$53,269
$55,203
$57,325
$59,821
Months of Employment
At Hire
6 Months
18 Months
30 Months
42 Months
54 Months
66 Months