BWC Customer Service Civil Service Exam

State of Ohio • Columbus, OH

7d • Remote

About The Position

This is an examination for potential Customer Service Representative (CSR) positions at the Bureau of Workers' Compensation (BWC) Customer Contact Center in downtown Columbus. Passing this civil service examination is the primary way to be considered for these positions, as they are not publicly announced. Those who pass will be placed on an eligibility list for one year. The CSR role involves providing superior customer service in an inbound call center environment, handling inquiries via telephone, email, live chat, and fax. This is a remote position, but incumbents must be able to report to a BWC office in Columbus on short notice. New employee orientation is in-person at BWC headquarters in Columbus.

Requirements

• Ability to communicate in writing.
• Ability to perform general math including adding, subtracting, multiplying, and dividing numbers.
• Ability to comprehend written material.
• Ability to provide customer service.
• Ability to solve problems.
• Minimum of 12 months of training or experience in public relations or a position responsible for receiving and responding to written and verbal public inquiries and/or complaints.
• Formal education in arithmetic (addition, subtraction) and in reading, writing, and speaking common English vocabulary.
• Must pass a civil service examination.
• Must provide photo identification prior to taking the examination.
• Must attach an unofficial transcript detailing completed coursework for educational achievements to be considered during the screening process.
• Ability to gather, collate, and classify information about data, people, or things.
• Ability to apply rules and regulations to specific, occasionally unfamiliar, problems.
• Ability to prepare meaningful, concise, and accurate reports and written responses.
• Ability to maintain accurate records.
• Ability to deal with an angry or hostile public.
• Skill in operation of personal computer, calculator, and/or keyboard.

Nice To Haves

• Bi-lingual (Spanish) proficiency.

Responsibilities

• Provides information and assistance to customers regarding Ohio workers' compensation coverage, resolving inquiries and complaints.
• Responds verbally and/or in writing to inquiries from employers, third-party representatives, accountants, injured workers, managed care organizations, providers, state agencies, and the general public about various claims issues.
• Provides technical assistance with the OhioBWC.com website and assists callers with OHID creation and troubleshooting.
• Explains BWC policies and procedures.
• Establishes and maintains records related to binders, applications, demographics, supplemental and legal entities, manual classifications, debits/credits, payroll reports, and various programs.
• Researches and explains employer refunds, attorney general balances, payments made to policies, and dividend credits.
• Interprets and explains reportable and non-reportable remuneration, officer limitations for reportable payroll, and public employer volunteer minimum report amounts.
• Processes employer payroll reports, takes payments, and revises/bills employer security deposits.
• Analyzes and interprets information on BWC systems to determine appropriate customer responses.
• Identifies and contacts appropriate internal resources if unable to resolve a customer issue.
• Accurately documents reason codes for each call for statistical analysis.
• Identifies and reports customer trends to management.
• Handles overflow of telephone inquiries from other BWC numbers.
• Mails forms and/or information to injured workers, employers, providers, or their representatives.
• Assists in providing information for Ohio Business Gateway inquiries.

Benefits

• Medical Coverage through Ohio Med plans.
• Dental, Vision, and Basic Life Insurance (premiums are free after completed eligibility period, dependent on union representation).
• Paid time off, including vacation, personal, and sick leave.
• 11 paid holidays per year.
• Childbirth/Adoption leave.
• Employee Development Funds (varies based on union representation).
• Ohio Public Employees Retirement System (OPERS) with employer contribution.
• Deferred Compensation program (457(b) voluntary retirement savings plan).

What This Job Offers

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