The Ohio Attorney General's Office is currently seeking candidates for two Public Inquiries Assistant positions in the Constituent Services Section. The Public Inquiries Assistant provides assistance and information to consumers and the general public in response to requests and inquiries, handling a high volume of communications and resolving problems or complaints.
Responsibilities
- Handles high volume of telephone calls, inquiries and communications to and from individuals (e.g., consumers, victims of crimes, victims service providers, business people, government officials, patients, residents and general public)
- Provides assistance and information to individuals in order to answer questions and/or resolve problems and/or complaints
- Accurately summarizes the constituent's inquiry or request
- Assists in resolving problems, questions or complaints
- Accurately completes forms on internal and external forms and databases using a variety of software
- Conducts research to determine solutions to problems affecting constituents by utilizing training materials and specific policies and procedures to evaluate the nature and magnitude of the problems/complaints
- Provides general guidance, advice, resources and referrals
- Conducts follow up contact to ensure resolution of situation if necessary
- Maintains and retrieves records (electronic and hard copy), data, documentation and reports regarding calls, correspondence, in person contacts and actions
- Enters and maintains data within internal and/or external databases to track actions and contacts completed on each inquiry
- Performs other related clerical duties (e.g., files, copies, scans, types correspondence)
Skills
- 1 course or 3 months experience in use of multi-line telephone system
- 1 course or 3 months experience in use of personal computer
- 3 months training or 3 months experience in customer service
- Clerical and data entry
- Confidentiality
- Customer focus
- Listening
- Time management
- Verbal communication
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