Public Inquiries Assistant - Constituent Services Section

Job Description – Public Inquiries Assistant 1 – Constituent Services Section (260000D4)

Compensation: $22.13 per hour – $26.01 per hour.

Schedule:

Full-time.

Work Hours:

Mon.–Fri; 8:00 am–5:00 pm.

Location:

United States of America – Ohio – Franklin County – Columbus. Headquartered at 30 East Broad Street, Columbus, Ohio. Hybrid in‑person/remote schedule with potential changes based on training and operational needs.

Union:
Attorney General 45.

The Ohio Attorney General’s Office has played a vital role in shaping Ohio’s past and present and the work it does today helps chart the state’s future. The office consists of nearly 30 distinct sections that advocate for consumers and victims of crime, assist the criminal justice community, provide legal counsel for state offices and agencies, and enforce certain state laws.

Staff members interact with tens of thousands of Ohioans each year.

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, business people, government officials, patients, residents and the general public in response to requests and inquiries. These positions work a hybrid in‑person/remote schedule and may have changes to the schedule based on training and operational needs.

• Handle high volume of telephone calls, inquiries, and communications to and from individuals (e.g., consumers, victims of crimes, victim service providers, business people, government officials, patients, residents, and the general public).
• Provide assistance and information to individuals to answer questions and/or resolve problems or complaints.
• Accurately summarize the constituent’s inquiry or request.
• Assist in resolving problems, questions, or complaints.
• Accurately complete forms on internal and external forms and databases using a variety of software.
• Conduct 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.
• Provide general guidance, advice, resources and referrals.
• Conduct follow‑up contact to ensure resolution of situation if necessary.
• Maintain and retrieve records (electronic and hard copy), data, documentation and reports regarding calls, correspondence, in‑person contacts, and actions.
• Enter and maintain data within internal and/or external databases to track actions and contacts completed on each inquiry.
• Perform other related clerical duties (e.g., filing, copying, scanning, typing correspondence).

• 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.

• Or equivalent of Minimum Class Qualifications for Employment noted above.

Job

Skills:

clerical and data entry, confidentiality, customer focus, listening, time management, verbal communication.

The Attorney General’s Office is a dynamic organization that offers career opportunities across many different disciplines to people from all backgrounds and experiences. We do not discriminate in any way. All people are equal under the law, and it is so at the AGO. This is a workplace where talent gains you entry and performance determines your career path. Staff can join and lead employee resource groups and participate in online or in‑person events to learn about the experiences of others.

Employees of the Attorney General's Office must have been in their current positions for at least 12 months in order to be eligible for consideration.

The Ohio Attorney General’s Office is an Equal Opportunity Employer. AGO#: 26‑01‑016.

Selected candidate(s) will be subject to the following background checks:

• Criminal history
• Driving record
• Taxes
• Drug test
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