Customer service assistant

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

Organization

Public Safety

Agency Contact Name and Information

Jennifer Pletcher, HCM Sr. Analyst - [email protected]

Unposting Date

Oct 6, 2025, 10:59:00 PM

Work Location

Charles D Shipley Building

Primary Location

United States of America-OHIO-Franklin County-Columbus

Compensation

$22.96 per hour

Schedule

Full-time

Work Hours

8:00 a.m. - 5:00 p.m.

Classified Indicator

Classified

Union

OCSEA

Primary Job Skill

Customer Service

Technical Skills

Customer Service

Professional Skills

Customer Focus

Agency Overview

Ohio Bureau of Motor Vehicles

About Us: Our mission is to save lives, reduce injuries and economic loss, administer Ohio's motor vehicle laws and preserve the safety and wellbeing of all citizens.