Customer Service Assistant 1/AP1 - PN 20064969 - Mansfield

State of Ohio • Ontario, OH

357d

About The Position

Under general supervision, the position requires thorough knowledge of Industrial Commission (IC) policies and procedures to respond to telephone, electronic, and in-person inquiries from internal and external customers, including injured workers, employers, representatives, the general public, IC/BWC staff, and other state agencies regarding claims processing procedures and claim/hearing status. The role involves greeting visitors, checking in customers for hearings, and referring them to the BWC or Ombuds. Utilizing the ORC, OAC, IC rules, resolutions, and procedures located on Iconnect is essential to respond to inquiries efficiently and accurately. The position also requires the use of various computer applications (CAS, ECM, Case Manager, ICON, BWC applications) for research, data retrieval/verification, and updates related to injured workers and claims. Additionally, the role involves responding to AskIC requests, covering the Customer Service desk as necessary, and using transcription and dictation equipment/software to prepare technical documents that include legal and medical terminology, proofreading them for accuracy.

Requirements

• 3 months training or 3 months experience in office practices and procedures.
• 1 course or 3 months experience in public relations or customer service, including techniques for dealing with difficult people.
• 1 course or 3 months experience in typing, keyboarding, data entry, or word processing.
• 1 course or 3 months experience in the operation of a personal computer.

Responsibilities

• Respond to telephone, electronic, and in-person inquiries regarding claims processing procedures and claim/hearing status.
• Greet visitors and check in customers for hearings, referring them to the appropriate parties.
• Utilize ORC, OAC, IC rules, resolutions, and procedures to respond to inquiries.
• Use computer applications for research, data retrieval, and updates related to claims and injured workers.
• Respond to AskIC requests and cover the Customer Service desk as necessary.
• Prepare technical documents using transcription and dictation equipment/software, ensuring accuracy in spelling, punctuation, and grammar.

Benefits

• Quality, affordable medical benefits through Ohio Med plans.
• Free dental, vision, and basic life insurance premiums after the eligibility period.
• Paid time off including vacation, personal, and sick leave.
• 11 paid holidays per year.
• Childbirth/Adoption leave.
• Educational and professional development funding based on employment status.
• Retirement contributions through the Ohio Public Employees Retirement System (OPERS).
• Voluntary retirement savings plan through the 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