Customer Service Assistant 1 (Wildlife Call Center)

Job Details

An intermittent appointment is:

  • limited to 1000 hours in a fiscal year
  • will remain at step 1 of the pay range
  • is not eligible for benefits (e.g., vision, dental, life, health insurance, holiday pay, leave accruals [vacation, personal, sick], any other paid leave, shift differential, pay supplements, etc.)
  • will be utilized “as needed” and is not guaranteed a specific schedule, shift or unit
  • serves in the unclassified service pursuant to ORC 124.11 (A)(29) and, as such, serves at the pleasure of the Appointing Authority 

 

ABOUT THE DIVISION OF WILDLIFE:

The Division of Wildlife is a direct descendant of the Ohio Fish Commission, which was created by the General Assembly in 1873 to deal with declining fish populations in Ohio’s inland lakes and streams. In 1949 the Division was joined with other state conservation agencies under the mantle of the newly created Department of Natural Resources.

Division of Wildlife projects are carried out by a team of nearly 500 trained personnel. We face many challenges in the pursuit of our goal to ensure an abundance of high quality wildlife experiences for today’s Ohioans and for future generations.  Land acquisition, harvest regulations, and licensing are fundamental tools in the management of Ohio’s wildlife resources.

Our division manages or cooperates in managing over three-quarters of a million acres of diverse wildlife lands throughout the state, plus more than 2 1/4 million acres of water. On the basis of biological data and public input, we issue regulations that supplement long-term statutes to protect wildlife and to provide the public with opportunities to benefit from wildlife for recreational, scientific, and other purposes.

Click the link to learn more about the Division of Wildlife.

RESPONSIBILITIES OF THE CUSTOMER SERVICE ASSISTANT 1 POSITION:

Provides basic/routine assistance & information & resolves basic/routine complaints from internal & external customers (e.g.,  general public, government officials, conservation groups) for the Division of Wildlife: answers telephone system (e.g., Wildlife main number 6300 & 1-800-WILDLIFE); responds to various requests via phone, mail & in person (e.g., records information in database, mails out publications, maps, regulations; answers questions about hunting & fishing regulations; interprets laws & regulations; provides information regarding fishing & hunting locations in state); processes information requests received via mail (e.g., collates information packets, does research, prepares mail, records requests in database, prints labels).

Operates personal computer to enter, update, & maintain information on databases (e.g., registers students for hunter safety classes & information requests).

Performs any combination of following or like clerical support tasks: greets & assists public & other state employees at front counter: assists with maintenance of records & data regarding the frequency & type of calls received as well as type of requests for wildlife publications received;  maintains sufficient inventory of Wildlife publications (400+); operates copier to reproduce publications as needed; operates fax machine.

UNUSUAL WORKING CONDITIONS:  May be confined to desk answering telephone for 6.5 – 7 hours per day; may work second or third shift & weekends in units with 24 hour/7 days per week operationsMinimum Qualifications

3 mos. trg. or 3 mos. exp. in office practices & procedures;
– And 1 course or 3 mos.; exp. in public relations or customer service to include techniques for dealing with difficult people;
– And 1 course or 3 mos. exp. in typing, keyboarding, data entry or word processing;
– And 1 course or 3 mos. exp. in operation of personal computer.
-Or equivalent of Minimum Qualifications for Employment noted above.

Major Worker Characteristics

Knowledge of: Complaints &/or transactions being processed*, typing/keyboarding, Public Relations, Office practices & procedures, Agency policies & procedures (ODNR, Wildlife)*;

Skilled in: word processing (Microsoft Office: Word, Excel, Outlook); Equipment operation (personal computer, multi/single phone line, general office equipment);

Ability to: apply applicable laws, rules, policies & procedures to respond to inquiries, request &/or complaints &/or process transactions involving several variables within familiar context; prepare &/or maintain accurate records & reports; gather, collate & classify geologic information about data, people or things; work alone on most task;  handle routine contacts in writing &/or by telephone, teletype, email, in person &/or other means of communication with variety of internal & external customers, some of whom may be irate.

*Developed after employment

Competencies: Getting Information, Update/Use Relevant Knowledge, Communicating with People Outside of the Organization
Supplemental Information

Effective July 1, 2015 applicants must apply online for positions at all state agencies except the Department of Developmental Disabilities (DODD).

The final candidate selected for the position will be required to undergo a criminal background check.  Criminal convictions do not necessarily preclude an applicant from consideration for a position.  An individual assessment of an applicant’s prior criminal convictions will be made before excluding an applicant from consideration.

STATUS OF POSTED POSITIONS:
Applicants can view the status of this position by logging into their user profile on the Ohio Hiring Management System [OHMS] Home page at the following link careers.ohio.gov, and selecting “My Profile”.

NOTES: 

– BARGAINING UNIT APPLICANTS WILL BE GIVEN CONSIDERATION FOR THIS POSITION PURSUANT TO COLLECTIVE BARGAINING AGREEMENT

 – Selection devices, proficiency testing and/or assessments may be used to determine if an applicant meets and is proficient in the minimum qualifications for this position.

Applicants may attach the following document types:

•Microsoft Word (.doc and .docx)
•PDF (.pdf),
•Plain Text (.txt)
•Rich Text (.rtf). 

Please do not upload attachments that have an anomaly or are password protected.