BWC Customer Service Civil Service Exam

State of Ohio • Columbus, OH

347d • $21 - $22

About The Position

The Bureau of Workers' Compensation (BWC) periodically hires Customer Service Representatives (CSRs) at our Customer Contact Center location in downtown Columbus. Individuals who are interested in being considered for these positions must pass a civil service examination. Those who pass the examination will be maintained on an eligibility list for one year following the examination and will be given consideration for CSR positions being filled during that period. BWC CSR positions are not announced to the general public. Unless you are currently a BWC employee and member of the OCSEA union, the only way you can be given consideration for these positions is to take and pass the BWC CSR civil service examination. The majority of CSR positions filled by BWC are English-speaking positions; however, bi-lingual (Spanish) positions are also filled. BWC is currently operating under a hybrid schedule that can incorporate both teleworking and in-office hours. Employees may be required to report to the office when requested by management &/or for their initial job training.

Requirements

• 12 months training or 12 months experience in public relations or a position responsible for receiving & responding to written & verbal public inquiries &/or complaints.
• Formal education in arithmetic that includes addition & subtraction & in reading, writing, & speaking common English vocabulary.
• Knowledge of Bureau of Workers' Compensation policies, procedures, & programs regarding workers' compensation claims & coverage.
• Skill in operation of personal computer, calculator, &/or keyboard.
• Ability to gather, collate, & classify information about data, people, or things; apply rules & regulations to specific, occasionally unfamiliar, problems.

Nice To Haves

• Bilingual (Spanish) skills are preferred.

Responsibilities

• Provides information/assistance to customers in order to resolve inquiries &/or complaints concerning Ohio workers' compensation coverage.
• Responds verbally (i.e., face-to-face or telephone) &/or in writing (i.e., email, web chat) to inquiries from BWC's employers, third party representatives, accountants, injured workers, managed care organizations, providers, state agencies & general public regarding a multitude of claims issues.
• Provides technical assistance concerning use/navigation of OhioBWC.com.
• Explains BWC policies & procedures to customers; establishes binder/applications, maintenance, demographics, supplemental & legal entities, manual classifications, debits/credits & payroll reports.
• Researches & explains employer refunds, attorney general balances, payments made to policies &/or dividend credits.
• Interprets & explains reportable & non-reportable remuneration, officer limitations for reportable payroll & public employer volunteer minimum report amounts for reportable payroll.
• Processes employer payroll report & takes payments & revises/bill employers security deposits.
• Analyzes & interprets information housed on BWC systems to determine appropriate response for customers.
• Identifies & contacts appropriate resource within BWC if unable to resolve customer issue.
• Accurately documents (electronically) reason codes for each call handled to allow for statistical analysis on customer inquiries.
• Identifies & reports customer trends to call center management.
• Handles overflow of telephone inquiries from other BWC telephone numbers.
• Mails forms &/or information to injured workers, employers &/or providers &/or their representatives.
• Assists in providing information in response to Ohio Business Gateway inquiries.

Benefits

• Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.
• Dental, vision, and basic life insurance premiums are free after completed eligibility period.
• Paid time off, including vacation, personal, and sick leave.
• 11 paid holidays per year.
• Childbirth/Adoption leave.
• Educational and professional development funding.
• Ohio Public Employees Retirement System (OPERS) with employer contribution.
• Ohio Deferred Compensation program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: No Education Listed
• Number of Employees: 1-10 employees