Bilingual (Russian) Intermittent Customer Support Agent (UC Examiner 2)

Primary Location

: United States of America-OHIO

Organization

: Job & Family Services

Classified Indicator: Unclassified

Bargaining Unit / Exempt: Bargaining Unit

Schedule

: Part-time

Work Hours: 8:00 a.m. – 5:00 p.m.

Compensation: $22.02 per hour

Unposting Date

: Feb 12, 2024, 4:59:00 AM

Primary Job Skill

: Customer Service

Technical Skills: Interpreting Foreign Languages, Communications, Customer Service, Human Services, Public Relations

Professional Skills: Cultural Awareness, Customer Focus, Emotional Intelligence, Listening

Agency Contact Name: ODJFS Human Resources Team

Agency Contact Information: [email protected] 

Bilingual (Russian) Intermittent Customer Support Agent (UC Examiner 2) (240000FG) 

Job Duties

Who We Are

The Ohio Department of Job and Family Services (ODJFS) supports Ohioans and their families through the following programs:

• Public Assistance
• Workforce Development
• Unemployment Insurance
• Child Protective Services
• Adult Protective Services
• Adoption
• Childcare
• Child Support

Public service is an honorable way to serve the community in a hands-on dedicated way. You can make a difference in someone’s world!

Office of Unemployment Insurance Operations

The Office of Unemployment Insurance Operations (OUIO) administers Ohio’s unemployment insurance program, which provides short-term income to unemployed workers who lose their jobs through no fault of their own. It reduces the hardship felt by families during periods of temporary unemployment and bolsters the local economies by maintaining the purchasing power of the unemployed worker. Learn more about the office by visiting the ODJFS OUIO webpage at jfs.ohio.gov.

What You’ll Do

As a Bilingual (Russian-English) customer support agent working a hybrid schedule in Ohio, you’ll be part of a customer service team providing support to unemployed Ohioans. 

Do you have a passion for helping others and giving them peace of mind? Our customers are often experiencing one of the most overwhelming and frightening times of their life. Whether it’s getting answers for customers quickly or resolving their issues with compassion, your dedication and care makes the difference between their customer experience being average or exceptional.

During a Typical Day, You’ll

• Answer incoming calls from customers up to 7 hours per day
• Research and respond to written case-specific emails 
• Process paperwork
• Track and report statistical data

What You Bring to the Role

• Effective written and verbal bilingual communications skills in English and Russian
• Strong customer service, call center and public relations skills
• Proficient with computers and routine business office practices
• Able to work well in a team environment
• Able to remain calm and professional when dealing with stressful situations
• Computer experience
• Call Center experience
• High speed internet connection (at least 20mbps download and 2mbps upload)

Schedule: Monday-Friday 8am-5pm for at least of 20 hours a week but up to 40 hours based on availability and operational need.

Travel: Occasional travel may be required for meetings or training.

Qualifications

The ideal candidate must have and identify the following in their application:

Option 1:

• Fluent in written and spoken Russian.
• 12 months experience in interpreting, applying and making decisions for program eligibility and/or liability (e.g., unemployment compensation, workers compensation, income tax, debt collection).
• AND 6 months training or 6 months experience in operation of a personal computer in a Microsoft Windows environment.
• AND 6 months training or 6 months experience in customer contact (i.e., telephone and/or face-to-face) for purposes of problem solving.

OR Option 2:

• Fluent in written and spoken Russian.
• 4 courses in business administration.
• AND 6 months training or 6 months experience in operation of a personal computer in a Microsoft Windows environment.
• AND 6 months training or 6 months experience in customer contact (i.e., telephone and/or face-to-face) for purposes of problem solving.

OR Option 3:

• Fluent in written and spoken Russian.
• 12 months experience as an Unemployment Compensation Examiner 1, 16751.

OR Option 4:

• The equivalent of minimum class qualifications for employment noted above.

Tips For Your Application

When completing the different sections of this application, be sure to clearly describe how you meet the minimum qualifications outlined in this job posting. We cannot give you credit for your Work Experience and Education & Certifications if you do not provide that information in your online application. Information in attached resumes or cover letters must be entered into your application in the appropriate Work Experience or Education & Certification sections to be considered.

Pay Information

This position is in the State of Ohio’s OCSEA Pay Schedule, Pay Range 29. The starting salary will be the minimum salary of that pay range (step 1, currently $22.02 per hour) plus a bilingual pay supplement of $1.11 (5%). Cost of Living Adjustments increase wages in these ranges each fiscal year. 

Supplemental Information

EEO Statement

Ohio is a Disability Inclusion State and strives to be a Model Employer of Individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs, and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws. To request an ADA reasonable accommodation, please email [email protected].

Telework Policy

ODJFS may require occasional in-person meetings for training or other operational needs. You will have access to ODJFS shared workspaces, if needed. Employees are required to sign a teleworking agreement upon their first day. Schedules are subject to change based on the agency’s operational needs and telework status. Telework is considered a privilege and agreements are reviewed annually.

PLEASE READ THE FOLLOWING INFORMATION: 

This position is temporary, unclassified, and is not eligible for benefits.

Although categorized as ‘part-time’, the hours for this position will be Monday through Friday, 8:00 a.m. to 5:00 p.m. with a 1-hour lunch (up to 40-hours per week). During the initial 3-week training period, the hours will be 9:00 am to 3:00 pm with a 30-minute lunch. Currently, the schedule is not negotiable. 

A maximum of 1,000 hours can be worked each state fiscal year (July 1 through June 30). 

At this time, this position is working from home although you will initially have to come to an ODJFS facility in Columbus, Ohio to pick up equipment and training. In the future, you may be assigned to work in an ODJFS facility rather than work from home. 

In order to do this job, you are required to provide your own internet access, due to working from home. 

Part of the hiring process includes completing a bilingual language skill assessment.

Background Check Information The final candidate selected for the position will be required to undergo a criminal background check. Some positions may require drug testing and/or fingerprinting. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant’s prior criminal conviction(s) will be made before excluding an applicant from consideration.

The State of Ohio is a drug-free Workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, positions may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.

Status of Your Submitted Application

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