Customer Service Assistant 1 - PN 20065931 - Cleveland
3.
7 Cleveland, OH Cleveland, OH Full-time Full-time $19.
99 an hour $19.
99 an hour 1 day ago 1 day ago 1 day ago Primary Location:
United States of America-OHIO-Cuyahoga County-Cleveland Work Locations:
Cleveland Regional Office 615 West Superior Avenue Cleveland 44113-1889 Organization:
Industrial Commission Classified Indicator:
Classified Bargaining Unit / Exempt:
Bargaining Unit Schedule:
Full-time Work Hours:
8:
00 am - 5:
00 pm Compensation:
$19.
99 Unposting Date:
Jan 19, 2024, 10:
59:
00 PM 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 Contact Name:
Human Resources Agency Contact Information:
614-466-2765 Customer Service Assistant 1 - PN 20065931 - Cleveland (2400009O) Job Duties About Us:
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), Cleveland Regional Office, is seeking an 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; Must conduct themselves professionally at all times and in accordance with the IC's standards of customer service which require employees to act in a respectful and impartial manner while providing accurate information and timely issue resolution and abiding by the agency's Confidential Personal Information Policy.
See the attached position description for more details regarding this position.
What's in it for you:
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 Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.
Dental, Vision and Basic Life Insurance Dental, vision, and basic life insurance premiums are free after completed eligibility period.
Length of eligibility period is dependent on union representation.
Time Away From Work and Work/Life Balance Paid time off, including vacation, personal, and sick leave 11 paid holidays per year Childbirth/Adoption leave Employee Development Funds The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.
Ohio Public Employees Retirement System OPERS is the retirement system for State of Ohio employees.
The employee contributes 10% of their salary towards their retirement.
The employer contributes an amount equal to 14% of the employee's salary.
Visit the OPERS website for more information.
Deferred Compensation The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan.
Visit the Ohio Deferred Compensation website for more information.
Qualifications 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 ADA Statement Ohio is a Disability Inclusion State and strives to be a Model Employer of Individuals with disabilities.
The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.
Drug-Free Workplace The State of Ohio is a drug-free Workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis).
Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.
Knowledge of office practices & procedures; public relations; federal &/or state laws, rules, policies &/or procedures applicable to inquiries, complaints &/or transactions being processed; typing/keyboarding.
Skill in operation of office equipment (e.
g.
, multi-line or single line telephone, photocopier, facsimile machine, teletype, cash register/cash counter, adding machine); operation of personal computer or computer terminal.
Ability to apply applicable laws, rules, policies & procedures to respond to inquiries, requests &/or complaints &/or process transactions involving several variables within familiar context; handle routine contacts in writing &/or by telephone, teletype, e-mail, in-person &/or other means of communication with variety of internal & external customers, some of whom may be irate; collate & classify information about data, people or things; prepare &/or maintain accurate records & reports; work alone on most tasks.
( ) Developed after employment.
This position is filled through an assessment consisting of a computer-based test, written test and structured interview.
The computer-based & transcription exercise portion of the assessment will be administered in person at the William Green Building in Columbus, Ohio.
The structured interview will be conducted in person at the Cleveland Regional Office.
The hourly wage for this position is not negotiable.
For applicants who are not current State of Ohio employees, the starting wage will be the hourly rate listed on this posting.
Successful employees will move up a step in the salary range within one year, and in most cases within four to six months, with subsequent step increases occurring annually.
For internal applicants, the position will be filled pursuant to legislation or the provision of the OCSEA/AFSCME Contract.
Background Check Information The final candidate selected for the position will be required to undergo a criminal background check.
Criminal convictions do not necessarily preclude an applicant from consideration for a position.
An individual assessment of an applicant's prior criminal convictions will be made before excluding an applicant from consideration.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
7 Cleveland, OH Cleveland, OH Full-time Full-time $19.
99 an hour $19.
99 an hour 1 day ago 1 day ago 1 day ago Primary Location:
United States of America-OHIO-Cuyahoga County-Cleveland Work Locations:
Cleveland Regional Office 615 West Superior Avenue Cleveland 44113-1889 Organization:
Industrial Commission Classified Indicator:
Classified Bargaining Unit / Exempt:
Bargaining Unit Schedule:
Full-time Work Hours:
8:
00 am - 5:
00 pm Compensation:
$19.
99 Unposting Date:
Jan 19, 2024, 10:
59:
00 PM 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 Contact Name:
Human Resources Agency Contact Information:
614-466-2765 Customer Service Assistant 1 - PN 20065931 - Cleveland (2400009O) Job Duties About Us:
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), Cleveland Regional Office, is seeking an 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; Must conduct themselves professionally at all times and in accordance with the IC's standards of customer service which require employees to act in a respectful and impartial manner while providing accurate information and timely issue resolution and abiding by the agency's Confidential Personal Information Policy.
See the attached position description for more details regarding this position.
What's in it for you:
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 Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.
Dental, Vision and Basic Life Insurance Dental, vision, and basic life insurance premiums are free after completed eligibility period.
Length of eligibility period is dependent on union representation.
Time Away From Work and Work/Life Balance Paid time off, including vacation, personal, and sick leave 11 paid holidays per year Childbirth/Adoption leave Employee Development Funds The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.
Ohio Public Employees Retirement System OPERS is the retirement system for State of Ohio employees.
The employee contributes 10% of their salary towards their retirement.
The employer contributes an amount equal to 14% of the employee's salary.
Visit the OPERS website for more information.
Deferred Compensation The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan.
Visit the Ohio Deferred Compensation website for more information.
Qualifications 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 ADA Statement Ohio is a Disability Inclusion State and strives to be a Model Employer of Individuals with disabilities.
The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.
Drug-Free Workplace The State of Ohio is a drug-free Workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis).
Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.
Knowledge of office practices & procedures; public relations; federal &/or state laws, rules, policies &/or procedures applicable to inquiries, complaints &/or transactions being processed; typing/keyboarding.
Skill in operation of office equipment (e.
g.
, multi-line or single line telephone, photocopier, facsimile machine, teletype, cash register/cash counter, adding machine); operation of personal computer or computer terminal.
Ability to apply applicable laws, rules, policies & procedures to respond to inquiries, requests &/or complaints &/or process transactions involving several variables within familiar context; handle routine contacts in writing &/or by telephone, teletype, e-mail, in-person &/or other means of communication with variety of internal & external customers, some of whom may be irate; collate & classify information about data, people or things; prepare &/or maintain accurate records & reports; work alone on most tasks.
( ) Developed after employment.
This position is filled through an assessment consisting of a computer-based test, written test and structured interview.
The computer-based & transcription exercise portion of the assessment will be administered in person at the William Green Building in Columbus, Ohio.
The structured interview will be conducted in person at the Cleveland Regional Office.
The hourly wage for this position is not negotiable.
For applicants who are not current State of Ohio employees, the starting wage will be the hourly rate listed on this posting.
Successful employees will move up a step in the salary range within one year, and in most cases within four to six months, with subsequent step increases occurring annually.
For internal applicants, the position will be filled pursuant to legislation or the provision of the OCSEA/AFSCME Contract.
Background Check Information The final candidate selected for the position will be required to undergo a criminal background check.
Criminal convictions do not necessarily preclude an applicant from consideration for a position.
An individual assessment of an applicant's prior criminal convictions will be made before excluding an applicant from consideration.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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