Customer Service Assistant​/AP- PN - Lima

The Ohio Industrial Commission (OIC), Lima 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.

• Under general supervision, utilizes 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 and include legal & medical terminology; proofreads documents for correct spelling, punctuation & grammar; makes corrections as needed.

3 months training (trg.) or 3 months experience in office practices & procedures; 1 course or 3 months experience in public relations or customer service to include techniques for dealing with difficult people; 1 course or 3 months experience in typing, keyboarding, data entry or word processing; 1 course or 3 months experience in operation of personal computer.

• Or equivalent of Minimum Qualifications for Employment noted above. 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.

Customer Service

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

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

Human Resources,

Lima District Office, United States of America-OHIO-Allen County-Lima

Full-time, 8:00 am - 5:00 pm

$21.93 (Step
1)

OCSEA