Customer Service Assistant 1/AP1 - PN 20064844 at Ohio Department of Administrative Services

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Full Time

Start Date

Immediate

Expiry Date

30 Apr, 26

Salary

0.0

Posted On

30 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Transcription, Data Entry, Research, Attention To Detail, Confidentiality, Customer Focus, Problem Solving, Responsiveness, Clerical Support, Administrative Support

Industry

Government Administration

Description

The Ohio Industrial Commission (OIC),Columbus 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 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. See the attached position description for more details regarding 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. 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

Responsibilities

This role involves responding to telephone, electronic, and in-person inquiries from various customers regarding claims processing procedures and status, utilizing knowledge of Industrial Commission policies. The assistant will also use transcription and dictation equipment to prepare technical documents, including legal and medical terminology, and proofread them for accuracy.