Description of Duties:

• Serves as the primary point of contact for all customers entering the facility, representing the Agency with professionalism and empathy. Delivers high-quality customer service by assessing customer needs, addressing inquiries, and resolving concerns efficiently. Refers customers to appropriate Agency programs and external community resources. Utilizes internal systems to track interactions and manage customer disputes, ensuring consistent support and effective resolution.
• Assists with routine casework, including case preparation and the completion of customer information related to eligibility for Agency programs such as Medicaid, SNAP, WIOA, PRC, TXX, and others. Maintains accurate records in relevant computer systems, including OBWP, EDMS, and the Agency database.
• Completes all forms necessary for maintaining relevant customer cases. Completes necessary paperwork. Attends meeting and training sessions at the State and local levels to learn new methods, regulations and policies.
• Other duties as assigned (e.g. special assignments for supervisor, completes daily planner, filing, etc.). Regular, predictable attendance is an essential function of the position.

Minimum Qualifications:

• Proficient in Microsoft Word, Excel, Access and Outlook.
• Completion of undergraduate major core coursework in behavioral science or social science or education, one course or six months experience in interviewing techniques, and one course or six months experience in typing, keyboarding, or word processing.
• Completion of two years of technical education in behavioral science or social science, one course or six months experience in interviewing techniques and one course or six months experience in typing, keyboarding, or word processing.
• Two courses or one year of experience in behavioral science or social science, or customer service techniques, one course or six months experience in business mathematics, one course or six months experience in business English, one course or six months experience in interviewing techniques, and one course or six months experience in typing, keyboarding or word processing.
• Education, training and/or experience in an amount equal to the Minimum Qualifications stated above.
• Completion of a post-secondary degree in related field preferred.

Knowledge, Skill, and Ability:

• Knowledge of: Budgeting; Public Relations; Interviewing
• Ability to: Handle problems involving several variables in familiar context; apply principles to solve practical, everyday problems; interpret variety of instructions in written, oral, picture or schedule form, define problems, collect data, establish facts and draw valid conclusions; comprehend and record figures accurately; add, subtract, multiply and divide whole numbers; calculate fractions, decimals and percentages; comprehend simple sentences with common vocabulary; copy material accurately and recognize grammatical and spelling errors; complete routine forms; maintain accurate records; originate routine business letters reflecting standard procedures; understand manuals and verbal instructions, technical in nature; use proper research methods in gathering data; work alone on most tasks; answer routine telephone inquiries from public; handle sensitive inquiries from and contacts with officials and general public; resolve complaints from angry citizens and government officials. 

Salary and Benefits:

• Starting pay is $20.74 per hour
• Up to $0.75 per hour increase after passing probation
• Additional $0.50 per hour with Associates degree.
• Additional $1.00 per hour with Bachelors degree.
• Monday - Friday (37.5 hours per week) 8:00 a.m. - 4:30 p.m.
• 12 paid holidays
• Vacation time
• State retirement system
• Work/Life Balance
• Medical, dental, vision, and life insurance
• Public Service Loan Forgiveness eligible employer
• Work 7.5 hours a day PLUS PAID LUNCH

To Apply: Submit resume to zach.ellsworth@jfs.ohio.gov with “Customer Relations Specialist” in the subject line