Public Inquiries Assistant - Constituent Services Section

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 general public in response to requests and inquiries. These positions will work a hybrid in-person/remote schedule. There may be changes to the schedule based on training and operational needs.

The positions will be headquartered at 30 East Broad Street, Columbus, Ohio.

The successful candidates will perform the following duties, which include, but are not limited to:

• Handles high-volume 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).

• One course or 3 months experience in use of multi‑line telephone system.
• One course or 3 months experience in use of personal computer.
• Three months training or experience in customer service.
• Or equivalent of Minimum Class Qualifications for Employment noted above.

• Clerical and data entry
• Confidentiality
• Customer focus
• Listening
• Time management
• Verbal communication