Customer Service Assistant 1

Under direction of the supervisor, responds to common frequently asked questions & situations to telephone, electronic & in-person inquiries from internal & external customers (e.g., employees, outside employers, representatives, licensing applicants, members of the general public); problem solves inquiries to identify and route issues to appropriate Ohio Board of Nursing (OBN) staff. Works as part of a team to provide & disseminate information on access to public resources. Greets front desk visitors (i.e., address concerns & answers general questions regarding application status & process); assigns inquiries to appropriate OBN staff members. Ensures departmental and individual SMART (Specific, Measurable, Achievable, Relevant, Time Bound) goals are met & maintained.

Performs related support duties as assigned (e.g., answers phones, takes messages & delivers messages to appropriate personnel, assists with meeting room requests, makes photocopies, faxes correspondence & ensures appropriate processing of time sensitive documents & other agency related communications).

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.

Job Skills: Customer Service