Customer Service Manager (PN 20013689)

$58,406 - $58,406/Yr

State of Ohio - Columbus, OH

Part-time - Mid Level

Columbus, OH

Executive, Legislative, and Other General Government Support

About the position

The Customer Service Manager at the Bureau of Vital Statistics is responsible for supervising staff and directing assistance and informational services related to vital records. This role involves coordinating outreach and onboarding for stakeholders using the Integrated Public Health Information System/Electronic Death Registration System, managing customer inquiries, and ensuring accurate data entry and reporting.

Responsibilities

• Supervise staff and promote assistance and informational services for vital records inquiries.
• Coordinate outreach and manage onboarding for users of the IPHIS/EDRS system.
• Respond to escalated complaints from the Help Desk.
• Monitor customer requests and ensure proper ticket entry and follow-up on resolutions.
• Compile quarterly sales information and correct inaccuracies in a timely manner.
• Utilize phone systems and applications to monitor call volume and track requests.
• Evaluate and revise VS forms and documents as needed.

Requirements

• 12 months of training or experience in departmental operations and policies for the assigned agency.
• 12 months of training or experience in federal and state laws regarding agency operations.
• 1 course or 3 months of experience in public relations.
• 1 course or 3 months of experience in mathematical, analytical, or statistical methods for problem-solving.
• 1 course or 3 months of experience in public speaking or communication.
• 6 months of training or experience in supervisory principles and techniques.

Nice-to-haves

• Experience in customer service management.
• Familiarity with medical records and records management.

Benefits

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after eligibility period
• Paid time off including vacation, personal, sick leave, and 11 paid holidays
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities
• Public Retirement Systems and Optional Deferred Compensation