OIEC - Customer Support Specialist (Customer Servi

About the role

Do you have a passion for public service and enjoy making a difference? Don't miss out on this opportunity. The Office of Injured Employee Counsel (OIEC) is hiring! Apply now if you're looking for a rewarding career in public service. You'll love the Benefits of Working at OIEC: 96 hours of accrued vacation a year, 96 hours of accrued sick leave a year, 20+ holidays every year, career advancement opportunities, free parking, free comprehensive medical insurance for full-time employees and 50% off premium costs for dependents (state pays other 50%), Public Service Loan Forgiveness program. OIEC is the state agency that helps injured employees with their Texas workers' compensation claims. The agency assists, educates, and advocates on their behalf. OIEC provides services in 20 offices across the state. Agency services include advocacy, customer service, and dispute assistance through OIEC's Ombudsman Program. Job Description: Customer Support Specialist (Customer Service Representative II) - Corpus Christi. The Customer Support Specialist (CSS) responds to referrals and assists injured employees with claim-specific questions and provides referrals to social services to other state agencies. The CSS performs routine, administrative support work. The CSS works under general supervision, with limited latitude for the use of initiative and independent judgment; may occasionally perform higher-level work or assist others in performing such work.

Responsibilities

Travel Required: 10%

• Provides preliminary information and general assistance in claim activities
• Verifies, updates, and corrects claim information in a computer system
• Reviews and logs receipt of forms, incoming mail, and faxes; documents all customer contact attempts to resolve claim disputes by contacting insurance adjusters and/or health care providers
• Explains and provides information about rights, responsibilities, and services
• Refers unresolved disputes to the appropriate staff
• Assists injured employees on the phone or customer walk-ins
• Assists with contacting appropriate licensing boards for complaints against health care providers
• Prepares correspondence letters, memorandums, claim folders and reports for the ombudsmen
• Schedules hearings and meetings for ombudsmen and maintains a docket calendar

Requirements

This position requires: graduation from high school or equivalent; one year full-time experience in an office setting performing customer service and/or administrative work.

Additionally, preferences for this job are: college level coursework; experience in a call center environment; workers' compensation, claims related processes; health care; social work; paralegal and/or dispute resolution; bilingual English and Spanish language skills (oral and written); candidate must reside in Texas or be able to relocate to Texas by the start date; OIEC does not sponsor or assume sponsorship of an employment visa.

Skills

This position requires demonstrated knowledge of: Microsoft Word and Outlook.

This position requires demonstrated skill in: explaining complex information to others; providing excellent customer service; correct use of grammar, punctuation, and spelling.

This position requires the demonstrated ability to: handle multiple tasks simultaneously; learn, remember, apply, and explain complex concepts, difficult procedures and/or complicated processes; gather and assemble facts; make mathematical calculations to determine appropriate benefit amounts; communicate effectively both verbally and in writing with all levels of employees and the public.

Benefits

• 96 hours of accrued vacation a year
• 96 hours of accrued sick leave a year
• 20+ holidays every year
• Career advancement opportunities
• Free parking
• Free comprehensive medical insurance for full-time employees and 50% off premium costs for dependents (state pays other 50%)
• Public Service Loan Forgiveness program

Military/Veteran Information

Military employment preference: Senate Bill 1376, 88th Legislature, Regular Session, section 657.002 requires State agencies to give military employment preference in employment and retention. Please see more details on our job page. Documentation must be attached before military preference can be granted, and all personal and/or sensitive information (i.e. Social Security Number, DOB) must be redacted from any attached documents. To receive a military employment preference for any position, the following documents are required to be submitted with your application, as applicable:

• Veteran: DD Form 214
• Surviving spouse of a veteran who has not remarried: Marriage Certificate and DD Form 1300 or appropriate documentation
• Orphan of a veteran killed while on active duty: Birth Certificate and DD Form 1300 or appropriate documentation
• Spouse of a member of the US Armed Forces/Texas National Guard serving on Active Duty: Marriage Certificate and copy of spouse's active-duty military orders
• Spouse of a veteran with disability and is the primary income for household: Marriage Certificate, Veterans DD Form 214, and VA Benefits Summary Letter showing disability rating

For help translating your military work experience, including training courses on civilian job terminology, skill sets, and qualifications or requirements, click or copy this URL into your browser: www.texasskillstowork.com

Applicable Military Occupational Specialty (MOS) codes are included, but not limited to one of the following: 15P, 42A, 56M, 68G, 420A, RS, SN, YN, YNS, 741X, PERS, 0100, 0111, 4133, 0170, 3F1X1, and 3F5X1.

Additional Military Crosswalk information can be accessed by clicking or copying and pasting the following link into your browser: MOS and Military Crosswalk.

Additional Information

Former Foster Youth Preference: An individual who was under the permanent managing conservatorship of the Department of Family and Protective Services on the day preceding the individual's 18th birthday is entitled to a preference in employment with a state agency over other applicants.