Job Details
Customer Service Assistant 2
2026-01-17 Ohio Department of Commerce Columbus,OHPOSITION SUMMARY
Under the direct supervision of the Deputy Director of Business Services, the Customer Service Assistant 2 (CSA2) provides operational support by assisting customers, reviewing and processing filings, and ensuring compliance with statutory and agency requirements. The role involves responding to inquiries, maintaining accurate records, processing financial transactions, and preparing documents for imaging and archiving. The CSA2 also conducts research, resolves filing issues, and supports office operations during peak periods or staff absences.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Customer Service & Communication
o Respond to customer inquiries (in person, phone, email, and mail), including from the public, law firms, service companies, and elected officials.
o Explain filing requirements, laws, policies, and regulations related to the Secretary of State's Business Services Division.
o Handle sensitive inquiries, complaints, and contacts with officials and the general public in a professional manner.
o Provide assistance in using the agency's website, computer systems, and related applications.
• Document Review & Processing
o Review documents for compliance with statutory requirements and agency policies; accept or reject filings accordingly.
o Conduct quality control checks for accuracy of certificates, checks, addresses, and other filing information.
o Identify filings with personal/sensitive information or fraudulent ("bogus") filings.
• Data Entry & Record Management
o Enter and update filing information in the agency's document management and tracking systems.
o Create and manage work batches of filings for acceptance or rejection.
o Maintain accurate logs and records of filings, mailings, and related transactions.
o Prepare filings and associated materials for imaging and archiving.
• Financial Transactions & Accounting
o Operate point-of-sale systems for payments (cash, credit card, check).
o Balance and reconcile receipts, filings, funds, and pages for imaging at the end of each processing day.
o Follow office accounting procedures to ensure proper handling and reporting of financial transactions.
o Prepare end-of-day work and balance reports.
• Research & Problem-Solving
o Conduct detailed searches to assist customers with document history, acceptance procedures, and filing status.
o Make inquiries into the computer system to determine status of filings (in-process, hold, completed).
o Apply problem-solving skills to address filing discrepancies and customer issues.
• General Support & Additional Duties
o Perform duties of other customer service staff during absences or peak workload periods. (e.g., opening mail, scanning documents, microfilm)
o Support other divisions (e.g., election filings, campaign finance filings) as needed.
o Carry out other tasks assigned by supervisors to support office operations.
Unusual Working Conditions
None
At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website ! Our benefits package includes:
- Medical Coverage
- Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
- Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
- Childbirth, Adoption, and Foster Care leave
- Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
- Public Retirement Systems ( such as OPERS, STRS, SERS, and HPRS ) & Optional Deferred Compensation ( Ohio Deferred Compensation )
Qualifications
MINIMUM QUALIFICATIONS
• Education
o Required: High school diploma or GED
• Experience
o Required: 9 mos. training or 9 mos. exp. in office practices & procedures; 9 mos. training or 9 mos. exp. in public relations or customer service that included techniques for handling difficult people; 9 mos. training or 9 mos. exp. in typing, keyboarding, data entry or word processing; 9 mos. training or 9 mos. exp. in the operation of a personal computer.
o Or equivalent of Minimum Class Qualifications for Employment noted above.
Knowledge, Skills & Abilities
• Knowledge
o Office practices, policies, and procedures, including those specific to Business Services operations.
o Government structure and processes, including applicable laws, regulations, and filing procedures.
o Secretary of State policies and procedures related to processing certificates, commissions, and filings.
o Public relations principles and effective methods of providing customer service.
o Interviewing and information-gathering techniques.
• Skills
o Word processing, typing, and data entry with accuracy and efficiency.
o Operation of standard office equipment (e.g., fax machines, telephones, photocopiers, scanners, imaging systems, point-of-sale systems, and personal computers with Microsoft Office or other standard software).
o Effective use of document management and tracking systems.
• Abilities
o Deal with multiple variables and determine appropriate actions in varied situations.
o Define problems, collect data, establish facts, and draw valid conclusions.
o Calculate and work with fractions, decimals, and percentages; perform basic arithmetic operations.
o Originate routine business correspondence and maintain accurate records.
o Gather, collate, classify, and analyze information about data, people, and filings.
o Apply proper research methods when reviewing filings or resolving customer issues.
o Handle sensitive inquiries and maintain professionalism in interactions with officials and the general public.
o Meet deadlines while maintaining accuracy and productivity standards.
• Technology
o Personal computing; Microsoft Office 365 - Word, Excel, PowerPoint, Outlook; collaborative technology like Teams, SharePoint.