Customer Service Assistant 1/AP1

Customer Service Assistant 1/AP1 - PN 20064775 - Columbus (250005PZ)

Customer Service Assistant 1/AP1 - PN 20064775 - Columbus

(250005PZ)

Organization: Industrial Commission

Agency Contact Name and Information: Human Resources, ...

Unposting Date: Aug 8, 2025, 9:59:00 PM

Work Location: William Green Building 30 West Spring Street Columbus 43215-2256

Primary Location: United States of America-OHIO-Franklin County-Columbus

Compensation: $21.93 (Step 1)

Schedule: Full-time

Work Hours: 8:00 am - 5:00 pm

Classified Indicator: Classified

Union: OCSEA

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 Overview

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.

Job 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.

Why Work for the State of Ohio

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

Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period

Paid time off, including vacation, personal, sick leave and 11 paid holidays per year

Childbirth, Adoption, and Foster Care leave

Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)

Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

*Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

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

Supplemental Information

This position is filled through an assessment consisting of a computer-based test in person at the William Green Building in Columbus, Ohio. The structured interview will be in person at the Columbus Regional Office.

This is an on-site position and in-office presence is required.

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

ADA Statement: The Industrial Commission 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. To request a reasonable accommodation due to a disability please contact the ADA Coordinator, at ... (voice) or by email to: ... as-soon-as possible but at least 14 days prior to the scheduled event.