Customer Service Assistant 1/AP1 - PN 20066050 - Lima

State of Ohio • Lima, OH

7d • Onsite

About The Position

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting. Our mission is to serve injured workers and Ohio employers through expeditious and impartial resolution of issues arising from workers’ compensation claims and through the establishment of adjudication policy. The Ohio Industrial Commission (OIC), Lima District office, is seeking an onsite individual with professional customer service skills. The selected individual must demonstrate knowledge of customer service skills and the ability to learn transcription software.

Requirements

• 3 mos. trg. or 3 mos. exp. in office practices & procedures
• 1 course or 3 mos. exp. in public relations or customer service to include techniques for dealing with difficult people
• 1 course or 3 mos. exp. in typing, keyboarding, data entry or word processing
• 1 course or 3 mos. exp. in operation of personal computer
• Knowledge of customer service skills
• Ability to learn transcription software
• Clerical and Data Entry skills
• Customer Service skills
• Operational and Administrative Support skills
• Research skills
• Transcription skills
• Attention to Detail
• Confidentiality
• Customer Focus
• Problem Solving
• Responsiveness

Responsibilities

• Under general supervision, requires thorough knowledge of Industrial Commission (IC) policies and procedures to respond to telephone, electronic and in-person inquiries from internal and external customers (injured workers, employers, representatives, general public, IC / BWC staff and other state agencies, etc.) regarding claims processing procedures and claim / hearing status.
• Greets visitors, checks in customers for hearing and refers to the BWC or Ombuds.
• Utilizes the ORC, OAC, IC rules, resolutions, and procedures located on iConnect to respond to inquiries efficiently and accurately.
• Utilizes computer applications (CAS, ECM, Case Manager, ICON, BWC applications) for research, data retrieval / verification, injured worker and claim updates (addresses, representatives status, captures motion / appeals, applications, etc.) and inquiry resolution.
• Responds to AskIC requests: claims status inquiries, risk/rep updates, and claim party address updates; covers Customer Service desk, as necessary.
• Requires the use of transcription & dictation equipment & software to prepare documents (e.g., hearing orders, medical reports, letters, and memoranda) that are technical in nature & include legal & medical terminology; proofreads documents for correct spelling, punctuation & grammar; makes corrections as needed.

Benefits

• 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 )

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed