Customer Service Assistant 1/Ap1 - PN 20065996 - Cincinnati

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 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