Customer Service Assistant​/AP- PN - Dayton

Customer Service Assistant 1/AP1 - PN  - Dayton

Organization:
Industrial Commission

Work Location:

Dayton District Office 1242 East Dayton-Yellow Springs Road Fairborn 45324

Primary

Location:

United States of America-OHIO-Greene County-Fairborn

Compensation: $ 22.59 (Step
1)

Schedule:

Full-time

Work Hours:

8:00 am - 5:00 pm

Classified Indicator:
Classified

Union: OCSEA

Primary Job Skill:
Customer Service

Technical

Skills:

Transcription, Clerical & Data Entry, Customer Service, Operational and Administrative Support, Research

Professional

Skills:

Attention to Detail, Customer Focus, Problem Solving, Responsiveness, Confidentiality

Agency Overview:
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), Dayton 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.

What You'll 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.

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.

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.

This position is filled through a three-part process, which consists of a…