Customer Service Supervisor - PN 20065854 - Dayton

State of Ohio • Fairborn, OH

1d • Onsite

About The Position

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 Industrial Commission is seeking an experienced team leader with a customer focused background who can embrace daily challenges while showing empathy and adaptability while providing direction and leadership to support staff and many different OIC customers. The selected individual must be analytical and have strong and clear communication skills, patience, good listening skills and attention to details. This position is filled through an assessment consisting of a structured interview in person at the Dayton District Office in Fairborn, Ohio. This position requires travel; therefore, the person occupying this position must be able to provide his/her own transportation. The hourly wage for this position is not negotiable. For applicants who are not current State of Ohio employees, the starting wage will be the hourly rate listed on this posting. Successful employees will move up a step in the salary range within one year, and in most cases within four to six months, with subsequent step increases occurring annually. For internal applicants, the position will be filled pursuant to legislation or the provision of the OCSEA/AFSCME Contract. ADA Statement\: The Industrial Commission is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs, and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws. To request a reasonable accommodation due to a disability please contact the ADA Coordinator, at 614-466-2765 (voice) or by email to\:[email protected] as-soon-as possible but at least 14 days prior to the scheduled event. Background Check Information\: The final candidate selected for the position will be required to undergo a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant's prior criminal convictions will be made before excluding an applicant from consideration. Under general direction, supervises & directs customer service assistants, Administrative Professional 1’s & clerical staff activity in the Dayton District Office; develops & implements policies & procedures to respond to complaints and/or requests for information from legislative offices, employers, injured workers, attorneys, representatives; assists with inquiries, requests for corrected orders, and handles sensitive matters. Make recommendations to the Program Administrator regarding policy & procedures changes to assure the efficient processing of claims. Monitors production needs & assigns personnel to complete priority work & timeframe sensitive issues such as scanning, action items, action documents & fax queues & the shipment of documents. Interviews & selects applicants, completes performance evaluations, issues discipline & approves /disapproves requests for leave & time sheets. Trains new personnel in agency policies & procedures; conducts staff meeting to discuss objectives related to customer service & clerical duties. Participates in all management training & seminars; represents agency at meetings regarding customer service & clerical issues; serves as liaison with Human Resources Prepares weekly & monthly reports; responsible for records management coordination; analyzes daily, weekly & monthly Information Technology reports. See the attached position description for more details regarding this position. At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees. For a list of all the State of Ohio Benefits, visit our Total Rewards website ! Our benefits package includes: 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 ) Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this 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. Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

Requirements

• 12 mos. trg. or 12 mos. exp. as ombudsman in governmental agency or private sector.
• -Or 12 mos. exp. as Customer Service Assistant 3, 64433, for assigned agency.
• -Or equivalent of Minimum Class Qualifications for Employment noted above.
• Job Skills: Customer Service
• Technical Skills: Customer Service, Interviewing, Professional
• Professional Skills\: Developing Others, Performance Management, Problem Solving, Verbal Communication, Written Communication

Responsibilities

• Under general direction, supervises & directs customer service assistants, Administrative Professional 1’s & clerical staff activity in the Dayton District Office
• Develops & implements policies & procedures to respond to complaints and/or requests for information from legislative offices, employers, injured workers, attorneys, representatives
• Assists with inquiries, requests for corrected orders, and handles sensitive matters.
• Make recommendations to the Program Administrator regarding policy & procedures changes to assure the efficient processing of claims.
• Monitors production needs & assigns personnel to complete priority work & timeframe sensitive issues such as scanning, action items, action documents & fax queues & the shipment of documents.
• Interviews & selects applicants, completes performance evaluations, issues discipline & approves /disapproves requests for leave & time sheets.
• Trains new personnel in agency policies & procedures; conducts staff meeting to discuss objectives related to customer service & clerical duties.
• Participates in all management training & seminars; represents agency at meetings regarding customer service & clerical issues; serves as liaison with Human Resources
• Prepares weekly & monthly reports; responsible for records management coordination; analyzes daily, weekly & monthly Information Technology reports.

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
• Education Level: No Education Listed
• Number of Employees: 101-250 employees