Location: Columbus,OH, USA
What You'll Do:
Ohio Department of Public Safety - Bureau of Motor Vehicles - License Control
Report In Location: 1970 W. Broad St, Columbus, Ohio 43223
Work Hours: Variable Hours - Monday - Friday 8:00am to 6:00pm and Saturday 8:00am to 2:00pm
(Hybrid Eligible) This position is currently remote (work from home) but can be subject to regular, in-office work at any time.
This position is Intermittent and not to exceed 1,000 hours per fiscal year.
* Greet & respond to in-person, telephone &/or written inquiries in a professional, courteous, friendly, respectful & timely manner to ensure positive internal/external customer service;
* Listen carefully to internal/external customer's questions &/or concerns & ask appropriate follow-up questions to verify understanding;
* Provide a complete, knowledgeable, accurate, precise response immediately or provide a firm commitment as to when a response will be provided;
* Follow-up to ensure all of the customer's questions &/or concerns have been thoroughly answered;
* Operate a personal computer to respond to inquiries received from deputy registrar agencies,
* Handle sensitive inquiries from deputies;
* Confirm the proper ODPS form has been issued, transmit information to the deputies; input corrections & clearances;
* Follow up & maintain records regarding corrections to name, date of birth, social security, license/ID number, issue & expiration dates & other information contained in driving record; update various ODPS/BMV programs & screens;
* Use deputy manual, Ohio Revised Code (ORC) & Ohio Administrative Code (OAC) to reference the laws governing the license & identifications issued;
* Use staff meeting notes & unit procedure manual to respond to uncommon questions;
* Respond to customers (some of whom may be irate) to handle routine & non-routine inquiries, requests, complaints &/or transactions received in writing, by telephone &/or by e-mail;
* Respond to calls from attorneys, other state agencies, Governor's Office, Registrar's Office & State legislative office.
* Conduct research for Deputy Registrar agencies to determine solutions & appropriately correct errors regarding previous driver license & identification card assurances;
* Make return calls to deputies & the general public as necessary;
* Respond to deputies & the general public regarding inquiries pertaining to Ohio Driver Licenses, State IDs & Driver Testing;
* Respond to callbacks received from other units regarding procedures.
* Maintain records, documentation, & weekly reports on each deputy inquiry through the telephone log;
* Perform other related duties as required (e.g., emails, make copies, screening incoming mail, suspension letters, etc.).
9 mos. trg. or 9 mos. exp. in office practices & procedures; 9 mos. trg. or 9 mos. exp. in public relations or customer service that included techniques for handling difficult people; 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 equivalent of Minimum Qualifications for Employment noted above.
Job Skill: Customer Service
Technical Skills: Administrative support/services; Customer Service
Professional Skills: Customer Focus