Customer Service Assistant 3

Job Description

• Customer Service Assistant 3 (260003BK) Customer Service Assistant 3 (260003BK)

Organization:

 Secretary of State

Agency Contact Name and Information:

 Ambra Storay

Unposting Date:

 May 10, 2026, 9:59:00 PM

Work Location:

 SOS Civic Center Dr 1 180 Civic Center Dr Floor 1 Columbus 43215

Primary Location:

 

United States of America-OHIO-Franklin County Compensation:

 $55,861.52 PR 10 Step 1

Schedule:

 Full-time

Classified Indicator:

 Classified

Union:

 

Secretary of State/CWA Primary Job Skill:

 Customer Service

Technical Skills:

 Customer Service

Professional Skills:

 Attention to Detail, Collaboration, Teamwork Agency Overview

CUSTOMER SERVICE ASSISTANT 3

Secretary of State Internal Posting Only About Us:

As Ohio's Secretary of State, Frank LaRose is doing his part to deliver a thriving democracy and a prosperous economy for all Ohioans. In his role as the state's chief elections officer, he is working to ensure that Ohio's elections are both secure and accessible. And, as the first stop for new businesses in the Buckeye State, he is assisting entrepreneurs as they receive articles of incorporation for a new business. Job Duties

POSITION SUMMARY

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. 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Interaction:

• Research and respond to customer and SOS staff inquiries via mail, email, phone, or in person.
• Guide customers on the requirements for filing documents for acceptance.
• Handle telephone and in-person inquiries from the general public.
• Inform the public, attorneys, business owners, and SOS staff about statutory requirements related to filings and document submissions.

Document Management:

• Review and research complex filings and records for submission to the Secretary of State (SOS).
• Ensure documents are properly authenticated according to statutory requirements and the Hague Convention.
• Review and apply Business Services policies and procedures to accept or reject submitted documents.
• Process and receive documents and records, including apostilles, authentications, minister licenses, Corp filing documents
• Accept or reject documents according to statutory guidelines and office procedures.
• Accept and document the receipt of filings and mailings for all SOS divisions.

Including bills, rules, oaths, executive orders, and governor commissions.

Financial Transactions:

• Operate the point-of-sale system, receive payments, and follow office accounting procedures.
• Prepare end-of-day work reports, balance receipts, and reconcile filings.

General Support:

• Act as a lead worker, providing direction, assistance, and training to lower-level customer service assistants.
• Provide feedback to the Deputy Director of Business Operations regarding division policies and customer communication.
• Assist Business Services Customer Service Assistants during absences, peak periods, or as requested. Unusual Working Conditions Work Hours
• 8•5 pm M-F•in the office•no remote work available.

Why Work for the State of Ohio 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)

• Benefits eligibility is dependent on a number of factors.

The Agency Contact listed above will be able to provide specific benefits information for this position. Qualifications

MINIMUM QUALIFICATIONS

Education/Experience

• 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.

• Or 6 mos. as Customer Service Assistant 2, 64432(S).
• Or 9 mos. exp. as Customer Service Assistant 1, 64431(S).
• Or equivalent of Minimum Class Qualifications for Employment noted above.

Knowledge, Skills & Abilities Knowledge:

• Public Relations
• SOS policies and procedures (e.g., processing certificates and commissions)
• Government structure and processes (e.

g., Ohio Revised Code)

Skills:

• Typing
• Equipment operation (e.g., fax, telephone, photocopier, PC, Microsoft Office suite)

Point of Sale System Abilities:

• Deal with problems involving several variables in familiar contexts
• Define problems, collect data, establish facts, and draw valid conclusions
• Add, subtract, multiply, and divide whole numbers
• Originate routine business letters reflecting standard procedures
• Gather, collate, and classify information about data, people, or things
• Handle sensitive inquiries and contacts with officials and the general public Technology
• Personal computing; Microsoft Office 365
• Word, Excel, PowerPoint, Outlook; collaborative technology like Teams, SharePoint, and Point of Sale System.