<p>POSITION SUMMARY</p> <p>As a Customer Service Assistant 3 (CSA3) under the direct supervision of the Deputy Director of Business Operations for the Secretary of State (SOS), this position plays a key role in managing complex filings and records while ensuring compliance with statutory requirements and the Hague Convention for document authentication. Responsibilities include processing and receiving official documents such as apostilles, authentications, commissions, and legislative bills. The CSA3 serves as a lead worker by providing direction, assistance, and training to lower-level customer service assistants.</p> <p>The role involves responding to inquiries from customers and SOS staff across multiple channels, offering guidance on filing requirements, and communicating statutory guidelines to the public, attorneys, and business owners. Additional duties include managing financial transactions by operating the point-of-sale system, processing payments, balancing receipts, and preparing end-of-day reports. The position also supports division operations by providing feedback on policies and customer communications and assisting staff during absences or peak workloads.</p> <p>ESSENTIAL DUTIES AND RESPONSIBILITIES</p> <p>Customer Interaction:</p> <ul> <li>Research and respond to customer and SOS staff inquiries via mail, email, phone, or in person. </li><li>Guide customers on the requirements for filing documents for acceptance. </li><li>Handle telephone and in-person inquiries from the general public. </li><li>Inform the public, attorneys, business owners, and SOS staff about statutory requirements related to filings and document submissions. </li></ul> <p>Document Management:</p> <ul> <li>Review and research complex filings and records for submission to the Secretary of State (SOS). </li><li>Ensure documents are properly authenticated according to statutory requirements and the Hague Convention. </li><li>Review and apply Business Services policies and procedures to accept or reject submitted documents. </li><li>Process and receive documents and records, including apostilles, authentications, minister licenses, Corp filing documents </li><li>Accept or reject documents according to statutory guidelines and office procedures. </li><li>Accept and document the receipt of filings and mailings for all SOS divisions. Including bills, rules, oaths, executive orders, and governor commissions. </li></ul> <p>Financial Transactions:</p> <ul> <li>Operate the point-of-sale system, receive payments, and follow office accounting procedures. </li><li>Prepare end-of-day work reports, balance receipts, and reconcile filings. </li></ul> <p>General Support:</p> <ul> <li>Act as a lead worker, providing direction, assistance, and training to lower-level customer service assistants. </li><li>Provide feedback to the Deputy Director of Business Operations regarding division policies and customer communication. </li><li>Assist Business Services Customer Service Assistants during absences, peak periods, or as requested. </li></ul> <p>Unusual Working Conditions</p> <p>Work Hours - 8 - 5 pm M-F - in the office - no remote work available.</p> <p>MINIMUM QUALIFICATIONS</p> <p>Education/Experience</p> <ul> <li>12 mos. trg. or 12 mos. exp. in office practices & procedures of which 3 mos. involved operation of various office equipment; 12 mos. trg. or 12 mos. exp. in public relations or customer service to include techniques for dealing with difficult people; 12 mos. trg. or 12 mos. exp. in state &/or federal laws, rules, policies & procedures applicable to assigned inquiries, requests, complaints &/or transactions to be processed; 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. </li><li>Or 6 mos. as Customer Service Assistant 2, 64432(S). </li><li>Or 9 mos. exp. as Customer Service Assistant 1, 64431(S). </li><li>Or equivalent of Minimum Class Qualifications for Employment noted above. </li></ul> <p>Knowledge, Skills & Abilities</p> <p>Knowledge:</p> <ul> <li>Public Relations </li><li>SOS policies and procedures (e.g., processing certificates and commissions) </li><li>Government structure and processes (e.g., Ohio Revised Code) </li></ul> <p>Skills:</p> <ul> <li>Typing </li><li>Equipment operation (e.g., fax, telephone, photocopier, PC, Microsoft Office suite) </li><li>Point of Sale System </li></ul> <p>Abilities:</p> <ul> <li>Deal with problems involving several variables in familiar contexts </li><li>Define problems, collect data, establish facts, and draw valid conclusions </li><li>Add, subtract, multiply, and divide whole numbers </li><li>Originate routine business letters reflecting standard procedures </li><li>Gather, collate, and classify information about data, people, or things </li><li>Handle sensitive inquiries and contacts with officials and the general public </li></ul> <p>Technology</p> <ul> <li>Personal computing; Microsoft Office 365 - Word, Excel, PowerPoint, Outlook; collaborative technology like Teams, SharePoint, and Point of Sale System. </li></ul>