BWC Customer Service Representative (PN: 20066835)

 

A Little About Us:
With roughly 1,500 employees in seven offices across Ohio, BWC is the state agency that cares for Ohio workers by promoting a culture of safety at work and at home and ensuring quality medical and pharmacy care is provided to injured workers.  
For Ohio employers, we provide insurance policies to cover workplace injuries and safety and wellness services to prevent injuries. 

%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:12.0pt;%22%3E%3Cspan style=%22mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3E%3Cstrong%3EOur Culture:%3C/strong%3E%3C/span%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22font-family:%26quot;Arial%26quot;,sans-serif;font-size:12.0pt;%22%3E%3Cspan style=%22mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3EBWC is a dynamic organization that offers career opportunities across many different disciplines.%3C/span%3E%3Cspan style=%22mso-fareast-font-family:%26quot;Times New Roman%26quot;;mso-spacerun:yes;%22%3E%26nbsp; %3C/span%3E%3Cspan style=%22mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3EBWC strives to maintain an inclusive workplace.%3C/span%3E%3Cspan style=%22mso-fareast-font-family:%26quot;Times New Roman%26quot;;mso-spacerun:yes;%22%3E%26nbsp; %3C/span%3E%3Cspan style=%22mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3EWe begin by being an equal opportunity employer.%3C/span%3E%3Cspan style=%22mso-fareast-font-family:%26quot;Times New Roman%26quot;;mso-spacerun:yes;%22%3E%26nbsp; %3C/span%3E%3Cspan style=%22mso-fareast-font-family:%26quot;Times New Roman%26quot;;%22%3EEmployees can participate in and lead employee work groups, participate in on-line forums and learn about how different perspectives can improve leadership skills.%3C/span%3E%3C/span%3E%3Cbr%3E%3Cbr%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3EThe BWC Customer Service Representatives are individuals responsible for delivering superior customer service in an inbound Customer Contact Call Center environment.%3Cstrong%3E %26nbsp;These positions provide personalized service (via telephone/email/live chat/fax) requiring approximately 6 - 7 hours of direct customer phone contact daily.%26nbsp;%26nbsp;%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22margin-bottom:6.0pt;%22%3E%3Cspan style=%22color:red;font-family:%26quot;Arial%26quot;,sans-serif;font-size:12.0pt;%22%3E%3Ci%3EThis position is designated as a remote position which allows for the work to be completed in a location other than a BWC office.%3Cspan style=%22mso-spacerun:yes;%22%3E%26nbsp; %3C/span%3EHowever, the incumbent of this position must be able to report to a BWC office within a reasonable period of time and on relatively short notice should the need arise.%3Cspan style=%22mso-spacerun:yes;%22%3E%26nbsp; %3C/span%3ENew employee orientation and 6-month training for this position will be in-person and take place at BWC headquarters in Columbus, Ohio.%3C/i%3E%3C/span%3E%3C/p%3E%3Cp style=%22font-family:Arial;%22%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Cstrong%3EA Civil Service Examination will be administered to applicants who meet the minimum qualifications of the position.%26nbsp; This test session will include the standard%26nbsp;CSR/ESR civil service exam.%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp style=%22font-family:Arial;%22%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:16px;%22%3E%3Cstrong%3EOnly BWC employees will be considered for this position.%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp style=%22font-family:Arial;margin-bottom:11px;%22%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:normal;%22%3E%26nbsp;%3C/span%3E%3C/span%3E%3Cspan style=%22color:#000000;font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Ci%3E%3Cspan style=%22line-height:normal;%22%3E%3Cstrong%3EAbout the Job:%3C/strong%3E%3C/span%3E%3C/i%3E%3C/span%3E%3C/p%3E%3Cul%3E%3Cli%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:normal;%22%3EUnder general supervision, provides information/assistance to customers in order to resolve inquiries %26amp;/or complaints concerning Ohio workers’ compensation coverage.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:normal;%22%3EResponds verbally (i.e., face-to-face or telephone) %26amp;/or in writing (i.e., email, web chat) to inquiries from BWC’s employers, third party representatives, accountants, injured workers, managed care organizations, providers, state agencies %26amp; general public regarding a multitude of claims issues (e.g., claim status, disability, lump sum payments, travel expenses, wages, medical bills, risk information, changes of address, lost/stolen checks, status of indemnity/medical paid, how to initiate %26amp;/or reactivate claim, how to file legal bill payment, how to obtain worker’s compensation coverage for new businesses).%3C/span%3E%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:normal;%22%3EProvides technical assistance concerning use/navigation of OhioBWC.com.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:normal;%22%3EExplains BWC policies %26amp; procedures to customers; establishes binder/applications. maintenance, demographics, supplemental %26amp; legal entities, manual classifications, debits/credits %26amp; payroll reports %26amp;/or various programs (e.g., %2415,000 medical only, drug free safety program, group %26amp; retro).%3C/span%3E%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:normal;%22%3EResearches %26amp; explains employer refunds, attorney general balances, payments made to policies %26amp;/or dividend credits.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:normal;%22%3EInterprets %26amp; explains reportable %26amp; non-reportable remuneration, officer limitations for reportable payroll %26amp; public employer volunteer minimum report amounts for reportable payroll.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:normal;%22%3EProcesses employer payroll report %26amp; takes payments %26amp; revises/bill employers security deposits; analyzes %26amp; interprets information housed on BWC systems (e.g., website, BWCweb, CoreSuite, Cambridge) to determine appropriate response for customers.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:normal;%22%3EIdentifies %26amp; contacts appropriate resource within BWC if unable to resolve customer issue.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:normal;%22%3EAccurately documents (electronically) reason codes for each call handled to allow for statistical analysis on customer inquiries.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:normal;%22%3EIdentifies %26amp; reports customer trends to call center management%26nbsp; (e.g., high volume of calls from customers on a specific issue).%3C/span%3E%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:normal;%22%3EHandles overflow of telephone inquiries from other BWC telephone numbers.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:normal;%22%3EMails forms %26amp;/or information to injured workers, employers %26amp;/or providers %26amp;/or their representatives.%3C/span%3E%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family:Arial,Helvetica,sans-serif;font-size:14px;%22%3E%3Cspan style=%22line-height:normal;%22%3EAssists in providing information in response to Ohio Business Gateway inquiries.%3C/span%3E%3C/span%3E%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22color:#3598db;%22%3E%3Cstrong%3EWhat’s in it for you:%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22font-family:Arial;%22%3E%3Cspan style=%22color:#3598db;%22%3E%3Cstrong%3ESalary: %2422.96 per hour%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-size:11px;%22%3E%3Cspan style=%22line-height:107%;%22%3EAnnual wage increases after reaching step 2%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-size:11px;%22%3E%3Cspan style=%22line-height:107%;%22%3EAfter 5 years of employment longevity pay supplement is given%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3EAt 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 %3Ca href=%22https://careers.ohio.gov/why-work-for-state-of-ohio%22%3ETotal Rewards website%3C/a%3E! Our benefits package includes:%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22color:#3598db;%22%3E%3Cu%3EMedical Coverage%3C/u%3E%3C/span%3E%3C/p%3E%3Cul type=%22disc%22%3E%3Cli class=%22MsoNormal%22%3EQuality, affordable, and competitive medical benefits are offered through the available%26nbsp;Ohio Med plans.%26nbsp;%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22color:#3598db;%22%3E%3Cu%3EDental, Vision and Basic Life Insurance%3C/u%3E%3C/span%3E%3C/p%3E%3Cul type=%22disc%22%3E%3Cli class=%22MsoNormal%22%3EDental, vision, and basic life insurance premiums are free after completed%26nbsp;%3Ca href=%22https://careers.ohio.gov/why-work-for-state-of-ohio/healthcare/01-health-care%22%3Eeligibility period%3C/a%3E. Length of eligibility period is dependent on union representation.%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22color:#3598db;%22%3E%3Cu%3ETime Away From Work and Work/Life Balance%3C/u%3E%3C/span%3E%3C/p%3E%3Cul type=%22disc%22%3E%3Cli class=%22MsoNormal%22%3EPaid time off, including vacation, personal, and sick leave%26nbsp;%3C/li%3E%3Cli class=%22MsoNormal%22%3E11 paid holidays per year%3C/li%3E%3Cli class=%22MsoNormal%22%3EChildbirth/Adoption leave%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22color:#3598db;%22%3E%3Cu%3EEmployee Development Funds%3C/u%3E%3C/span%3E%3C/p%3E%3Cul type=%22disc%22%3E%3Cli class=%22MsoNormal%22%3EThe %26nbsp;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.%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22color:#3598db;%22%3E%3Cu%3EOhio Public Employees Retirement System%3C/u%3E%3C/span%3E%3C/p%3E%3Cul type=%22disc%22%3E%3Cli class=%22MsoNormal%22%3EOPERS is the retirement system for State of Ohio employees.%26nbsp; The employee contributes 10% of their salary towards their retirement.%26nbsp; The employer contributes an amount equal to 14% of the employee’s salary.%26nbsp; Visit the%26nbsp;%3Ca href=%22https://www.opers.org/%22%3EOPERS website%3C/a%3E%26nbsp;for more information.%3C/li%3E%3C/ul%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22color:#3598db;%22%3E%3Cu%3EDeferred Compensation%3C/u%3E%3C/span%3E%3C/p%3E%3Cul type=%22disc%22%3E%3Cli class=%22MsoNormal%22%3EThe Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the%26nbsp;%3Ca href=%22https://www.ohio457.org/%22%3EOhio Deferred Compensation website%3C/a%3E%26nbsp;for more information.%3C/li%3E%3C/ul%3E%3Cp style=%22font-family:Arial;%22%3E%26nbsp;%3C/p%3E%3Cp class=%22MsoNormal%22 style=%22font-family:Arial;%22%3E%26nbsp;%3C/p%3E
*!

MINIMUM CLASS QUALIFICATIONS FOR EMPLOYMENT: 

• 12 mos. trg. or 12 mos. exp. in public relations or position responsible for receiving & responding to written & verbal public inquiries &/or complaints; formal education in arithmetic that includes addition & subtraction & in reading, writing, & speaking common English vocabulary.
• Or
• equivalent of Minimum Class Qualifications for Employment noted above.

 

Please note BWC defines "public relations" as any experience with the general public that involves providing basic customer service.

Knowledge, Skills, and Abilities

Knowledge of Bureau of Workers' Compensation policies, procedures, & programs regarding workers’ compensation claims & workers’ compensation coverage*; speech &/or oral communications; public relations; addition, subtraction, multiplication, & division of whole numbers, fractions, decimals, & percentages; IRS Publication 525 & the Health Insurance Portability & Accountability Act (i.e., HIPAA)*; Ohio Revised Codes Sections 4121 & 4123*.

Skill in operation of personal computer, calculator, &/or keyboard. Ability to gather, collate, & classify information about data, people, or things; apply rules & regulations to specific, occasionally unfamiliar, problems; prepare meaningful, concise, & accurate reports & written responses; maintain accurate records; deal with angry or hostile public.

(*) Developed after employment. 

*!

Educational Transcripts:
For any educational achievements to be considered during the screening process, you must at least attach an unofficial transcript that details the coursework you have completed.

 

Job Details
Organization: Workers' Compensation
Agency Contact Name and Information: [email protected]
Unposting Date: Jul 28, 2026, 11:59:00 PM
Work Location: William Green Building, 30 West Spring Street, Columbus, 43215-2256
Primary Location: United States of America-OHIO-Franklin County
Compensation: $23.65
Schedule: Full-time
Work Hours: 8:00a-5:45 pm Monday-Friday
Classified Indicator: Classified
Union: OCSEA
Primary Job Skill: Customer Service
Technical Skills: Data Entry, Customer Service, Operational and Administrative Support
Professional Skills: Active Learning, Adaptability, Attention to Detail, Customer Focus, Listening