Agency Contact Name: Human Resources
Agency Contact Information: 614-466-2765
Customer Service Assistant 1 PN20066007
(2200073X)
Job Duties
About Us:
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.
What You’ll Do:
The Ohio Industrial Commission (OIC), Office of Communication, is seeking an experienced customer service individual who can embrace daily challenges while showing empathy and adaptability while providing services to many different OIC customers. The selected individual must have strong and clear communication skills, patience, good listening skills and attention to details.
Under general supervision & requires some knowledge of office practices & procedures in order to respond to telephone, in-person & email inquiries from internal & external customers (injured workers, employers, representatives, BWC & general public) regarding policies & procedures of the Ohio Industrial Commission (e.g., status of claim, time & date of hearings, cancellation or continuance hearings, etc.):
Assists individuals with the completion of forms & other problems or inquiries by utilizing various documents, statutes, rules, policies, & procedures; tracks & ensures resolution of problems, concerns, or inquiries;
Fields general & routine questions; works with other departments to find proper resolution to complex issues;
Reviews requests for risk & representative updates to ensure accurate information;
Updates CAS accordingly
Researches & responds to AskIC requests involving risk/rep updates &/or claims inquiries & injured worker address updates
Covers first floor Customer Service desk, as necessary
Schedules & tracks interpreting services requested for hearings &/or medical exams
Compiles reports including number of inquiries, resolution of problems & final disposition of issues
Researches returned mail & updates addresses
Prepares documents for uploading & sends action email to appropriate areas
Monitors hearing lobby; prepares hearing rooms, prints docket sheets & distributes; closes hearing rooms.
To read more details about this position, please click here.
What’s in it for you:
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
Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.
Dental, Vision and Basic Life Insurance
Dental, vision, and basic life insurance premiums are free after completed eligibility period. Length of eligibility period is dependent on union representation.
Time Away From Work and Work/Life Balance
Paid time off, including vacation, personal, and sick leave
11 paid holidays per year
Childbirth/Adoption leave
Employee Development Funds
The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.
Ohio Public Employees Retirement System
OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee’s salary. Visit the OPERS website for more information.
Deferred Compensation
The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website for more information.
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.
Qualifications
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.
Note: in the telecommunications section, within the Ohio Department of Public Safety, employees will automatically be reassigned to the Customer Services Assistant 2, 64432 classification after serving 6 months as a Customer Service Assistant 1, 64431.
Knowledge of office practices & procedures; public relations; federal &/or state laws, rules, policies &/or procedures applicable to inquiries, complaints &/or transactions being processed;* typing/keyboarding. Skill in operation of office equipment (e.g., multi-line or single line telephone, photocopier, facsimile machine, teletype, cash register/cash counter, adding machine);* operation of personal computer or computer terminal. Ability to apply applicable laws, rules, policies & procedures to respond to inquiries, requests &/or complaints &/or process transactions involving several variables within familiar context; handle routine contacts in writing &/or by telephone, teletype, e-mail, in-person &/or other means of communication with variety of internal & external customers, some of whom may be irate; collate & classify information about data, people or things; prepare &/or maintain accurate records & reports; work alone on most tasks.
(*) Developed after employment.
This position is filled through an assessment consisting of a written exercise and structured interview. All parts of the assessment will be administered in person at the William Green Building in Columbus, Ohio.
Unless required by legislation or union contract, external candidates can expect starting salary to be set at the lowest rate of the salary range with gradual increases during and/or after completing probation and following successful annual performance review periods, for applicable positions.
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.
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