The Ohio Attorney General's Office is currently seeking candidates with a passion for public service to fill the role of Customer Relationship Specialist in our Information Technology Services section. This position will work a hybrid in-person/remote schedule. There may be changes to this schedule based on training and operational needs. The headquarter location is 30 E Broad St. Columbus, OH. The Customer Relationship Specialist will create and nurture long-term relationships with all sections of the Ohio Attorney General’s Office.

The Customer Relationship Specialist will resolve any issues that arise to ensure customers are satisfied with ITS support and services. They will assist in supporting the SOT’s IT needs, as well as bridge the gap between the needs of the Administration and the technology that can assist them.  The Customer Relationship Specialist role will also act as the point of contact for emergency issues, and keep the lines of communication open until they are resolved. 

The successful candidate will have the following skills and abilities:

• Ability to interact with users and staff using non-technical terms.


• Ability to define problems, collect data, establish facts, and draw valid conclusions.


• Excellent oral and written communications skills.


• Ability to prepare meaningful and accurate reports.


• Ability and insight to stay current in emerging technologies in area of IT assigned.


• Ability to provide expert technical guidance and recommendations to management and other technical specialist on critical IT issues.


• Exceptional customer service skills and a general comfort level engaging with Senior level staff

The Customer Relationship Specialist will perform the following duties in a team environment, which include, but are not limited to:

• Works closely with the Director of Customer Relationship Management to preserve and enhance customer relationships.


• Works with Client Services, IT Administration, Project Management Office (PMO) and Infrastructure team members to deliver products/services that meet or exceed the customer requirements.


• Schedules bi-weekly touch base sessions with the Director of Customer Relationship management to go over data regarding findings.


• Assists the PMO with scheduling, managing, and training resources to ensure quality and consistency of service to customers.


• Schedules and conduct status meetings with appropriate customers.


• Maintains complete and accurate section correspondence data.


• Develops and updates section-related reports.


• Identifies and develops problem solving methodologies to resolve section issues.


• Resolves customer grievances.


• Handles client issues throughout the implementation life cycle in a timely and accurate fashion.


• Provides customer service to ITS staff, and assists Client Services when necessary.


• Other duties as assigned.

Education: Core associate program in Computer Science or Information Systems or equivalent work experience.

AND

Experience: Minimum 3 years combined work experience in Information Technology systems.