Customer Service Assistant 1/AP1 - PN- Toledo
Customer Service Assistant 1/AP1 - PN- Toledo
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Job Description
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.
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 ourTotal 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.
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.
The Ohio Industrial Commission (OIC)Toledo Regional 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.
What Youll Do:
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.
See the attachedposition descriptionfor more details regarding this position.
This position is filled through an assessment consisting of a computer-based test in person at the William Green Building in Columbus Ohio. The structured interview will be in person at the Toledo regional office.
This is an on-site position and in-office presence is required.
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 (voice) or by email to: as-soon-as possible but at least 14 days prior to the scheduled event.
Background Check Information Statement: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 applicants prior criminal convictions will be made before excluding an applicant from consideration.
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.
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.
-Or equivalent of Minimum Qualifications for Employment noted above. 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.
Job Skills: Customer Service
Technical Skills: Clerical and Data Entry Customer Service Operational and Administrative Support Research Transcription
Professional Skills: Attention to Detail Confidentiality Customer Focus Problem Solving Responsiveness
Employment Type
Full-Time
