Customer Service Assistant 1/AP1 - PN 20065996 - Cincinnati

About the role

The Ohio Industrial Commission (OIC) Cincinnati Regional office is seeking an onsite individual with professional customer service skills. The selected individual must demonstrate knowledge of customer service and the ability to learn transcription software.

Responsibilities

• 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) regarding claims processing procedures and claim/hearing status.
• Greet visitors, check in customers for hearings, and refer them to the BWC or Ombuds.
• Utilize the ORC, OAC, IC rules, resolutions, and procedures located on iConnect to respond to inquiries efficiently and accurately.
• Use computer applications (CAS, ECM, Case Manager, ICON, BWC applications) for research, data retrieval/verification, injured worker and claim updates (addresses, representatives status, motions/appeals, applications, etc.), and inquiry resolution.
• Respond to AskIC requests, including claims status inquiries, risk/representative updates, and claim party address updates; cover the Customer Service desk as necessary.
• Use transcription and dictation equipment/software to prepare technical documents (e.g., hearing orders, medical reports, letters, and memoranda) containing legal and medical terminology; proofread documents for correct spelling, punctuation, and grammar; make corrections as needed.

Requirements

• 3 months of training or experience in office practices and procedures.
• 1 course or 3 months of experience in public relations or customer service, including techniques for dealing with difficult people.
• 1 course or 3 months of experience in typing, keyboarding, data entry, or word processing.
• 1 course or 3 months of experience in the operation of a personal computer.
• Or equivalent of the 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.

Skills

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

Pay

$22.59 per hour (Step 1).

Schedule

Full-time, 8:00 am – 5:00 pm.