Job Description Primary Location

United States of America-OHIO-Greene County-Fairborn Compensation : $23.13 - $28.64 Job Function

Customer Service Customer Service Supervisor - PN20065854 ( 2200017D ) Job Duties

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 Industrial Commission is seeking an experienced team leader with a customer focused background who can embrace daily challenges while showing empathy and adaptability while providing direction and leadership to support staff and many different OIC customers.

The selected individual must be analytical and have strong and clear communication skills, patience, good listening skills and attention to details.

What You'll Do :

Under general direction supervises and directs customer service assistants, Administrative Professional 1s and clerical staff activity in the Dayton District Office :

• Develops and implements policies and procedures to respond to complaints and / or requests for information from legislative offices, employers, injured workers, attorneys, representatives
• Asists with inquiries, requests for corrected orders, and handles sensitive matters
• Make recommendations to Program Administrator regarding policy and procedures changes to assure the efficient processing of claims
• Monitors production needs and assigns personnel to complete priority work and timeframe sensitive issues such as scanning, action items, action documents and fax queues and the shipment of documents statewide
• Interviews and selects applicants, completes performance evaluations, issues discipline and approves / disapproves requests for leave and time sheets.
• Trains new personnel in agency policies and procedures
• Conducts staff meeting to discuss objectives related to customer service and clerical duties

Participates in all management training and seminars :

• Represents agency at meetings regarding customer service and clerical issues
• Serves as liaison with Human Resources, Operations Support, Fiscal Management, Security and Information Systems regarding routine problems
• Handles building maintenance issues and security risks

Prepares weekly and monthly reports; analyzes daily, weekly and monthly Information Technology reports :

• Responsible for repair and maintenance of copiers, fax machines and postage machine
• Orders supplies and forms. Performs other duties as needed for operational efficiency
• Must conduct themselves professionally at all times and in accordance with the ICs 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 agencys Confidential Personal Information Policy.

Whats 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 ! Our benefits package includes :

Medical Coverage

Quality, affordable, and competitive medical benefits are offered through the Ohio Med PPO plan.

Dental, Vision and Basic Life Insurance

Dental, vision and basic life insurance premiums are free after one year of continuous service.

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

Ohio Public Employees Retirement System

OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of his / her salary towards his / her retirement.

The employer contributes an amount equal to 14% of the employees salary. Visit the for more information.

Deferred Compensation

The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the for more information.

Qualifications

12 mos. trg. or 12 mos. exp. as ombudsman in governmental agency or private sector.

• Or 12 mos. exp. as Customer Service Assistant 3, 64433, for assigned agency.
• Or equivalent of Minimum Class Qualifications for Employment noted above.
• Knowledge of supervisory principles / techniques*; public relations; departmental operations, policies & procedures for assigned agency;
• applicable federal & state codes regulating departmental operations; applications of mathematical, analytical & / or statistical methods in formulating & solving problems or in decision making*;
• public speaking, speech or communication*. Ability to define problems, collect data, establish facts & draw valid conclusions;
• establish friendly atmosphere as supervisor of work unit; use research methods in gathering data; handle sensitive telephone, written or face to face inquiries with government officials & general public;
• interpret variety of technical material in books, journals & manuals; prepare & deliver speeches before specialized audiences & general public;

prepare meaningful, precise & accurate reports.

Developed after employment.

Some travel required.

Unless required by legislation or union contract, external candidates can expect starting salary to be set at the lowest rate of the salary range with gradual increases during and / or after completing probation and following successful annual performance review periods, for applicable positions.

Background Check Information The final candidate selected for the position will be required to undergo a criminal background check.

Last updated : 2024-04-23