Customer Service Assistant 2

Ohio Department of Public Safety - Bureau of Motor Vehicles/International Registration Plan Report in location: 1970 West Broad Street, Columbus, OH 43223 Respond to inquiries, requests for information &/or complaints that require in-depth knowledge of applicable laws, rules, policies & procedures as they pertain in given situation: * Greet & respond to telephone &/or written inquiries in a professional, courteous, friendly, respectful, & timely manner to ensure positive internal/external customer service; * Listen carefully to internal &/or 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; * Process International Registration Plan (IRP) applications received in-house (e.g., review application form & evaluate supporting documentation for completeness, fraud & relationship to applicant; verify compliance with IRP, Ohio Revised Code (ORC), Ohio Administrative Code (OAC) &/or section requirements; research &/or query various databases to check for duplicates, existing accounts, &/or current status of account;) in order to create, renew, &/or modify vehicle registration transactions; * Independently follow up with IRP applicant to resolve incomplete applications &/or missing support documents; * Refer complex applications to lead worker; * Operate personal computer to create IRP vehicle registration transactions, review & approve applications submitted online, reprint IRP registration documents, &/or generate customer invoices for payment; * Prepare applicable form letters &/or reject correspondence regarding IRP application processing; * Provide assistance regarding operational & procedural inquiries via telephone &/or email (e.g., questions pertaining to ODPS &/or BMV procedures, legislation in accordance with the ORC &/or federal regulations, the operational use of the Ohio Commercial Registration Online System (OHCORS), etc.); * Address all related inquiries received from internal &/or external customers concerning IRP, Heavy Vehicle Use Tax (HVUT), Performance & Registration Information System (PRISM), & the Federal Motor Carriers Safety Administration (FMCSA); * Maintain records, document production logs, & reports regarding the disposition of in-house IRP application processing; * Assist in providing training to new customer service assistants; * Perform other related duties as assigned (e.g., attend meetings, work on special projects, operate copy & fax machine, open mail, file, 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 Skills: Customer Service

Created: 2025-10-06