OIEC-Work from Home, Bilingual Call Center Agent (CSR III)
Job description
Status: Internal/External-OIEC employees and the general public
Job Posting Number: 00032005
Location: Statewide
Travel required: 5%
FLSA Status: Customer Service Representative III - Non-Exempt
Do you have a passion for public service and enjoy making a difference? Don’t miss out on this opportunity. Office of Injured Employee Counsel is hiring! Apply now if you’re looking for a rewarding career in public service.
- Flexible work schedules. Hours of operation are Monday – Friday, 8am – 5pm, weekends off
- Hybrid work schedule, if applicable.
- Work-life-balance.
- 96 hours of accrued vacation a year.
- 96 hours of accrued sick leave a year.
- 20+ holidays every year.
- Career advancement opportunities.
- Free parking.
- Free comprehensive medical insurance for full-time employees and 50% off premium costs for dependents (state pays other 50%).
The Office of Injured Employee Counsel (OIEC) is the state agency that helps injured employees with their Texas workers’ compensation claims. The agency assists, educates, and advocates on their behalf. OIEC provides services in 20 offices across the state. Agency services include advocacy, customer service, and dispute assistance through OIEC’s Ombudsman Program.
(Customer Service Representative III)
The Call Center Agent is on the front lines and is the first point of contact with our agency to assist the injured employees of Texas. You will be responsible for taking a high volume of inbound phone calls in a fast-paced environment and providing a positive, helpful experience to our customers and must be bilingual in English and Spanish (oral). You will provide information and assistance to injured employees about the workers’ compensation system and answer general questions regarding workers’ compensation benefits, laws and rules, and policies and procedures. The Call Center Agent answers customer service calls through a phone call queue and assists injured employees with claim specific questions and appropriate referrals to social services with other state agencies. Works under general supervision with moderate latitude for the use of initiative and independent judgment.
This position works remotely (telecommutes), but there may be times when you report to the office to perform job duties, attend meetings, and training, etc.
To qualify for REMOTE work:
- Qualified candidates must have reliable, high-speed internet.
This position:
- Provides preliminary information and general assistance in claim activities.
- Verifies, updates, and corrects claim information in a computer system.
- Reviews and logs receipt of forms, incoming mail, and faxes.
- Documents all customer contact.
- Attempts to resolve claim disputes by contacting insurance adjusters and/or health care providers.
- Explains and provides information about rights, responsibilities, and services.
- Refers unresolved disputes to the appropriate staff.
- Assists injured employees on the phone call queue.
- Assists with contacting appropriate licensing boards for complaints against health care providers.
- Prepares correspondence letters, memorandums, claim folders and reports for the ombudsmen.
- Handles requests to re-schedule hearings and meetings for ombudsmen.
This position requires:
- Graduation from high school or equivalent.
- Bilingual in English and Spanish (oral).
- Eighteen months full-time, call center experience in a customer service representative capacity.
Preferences for this position include:
- Three years call center experience.
- Experience in workers’ compensation claims related processes; insurance carrier; health care; and/or social work.
This position requires demonstrated knowledge of:
- Microsoft Word and Outlook.
This position requires demonstrated skill in:
- Explaining complex information to others.
- Providing excellent customer service.
- Use of correct grammar, punctuation, and spelling.
This position requires the demonstrated ability to:
- Maintain confidentiality.
- Continually display a positive attitude.
- Handle multiple tasks simultaneously.
- Learn, remember, and explain complex concepts.
- Communicate effectively both verbally and in writing including active listening skills.
How to apply
Before you apply, please click or copy and paste the following link into your browser for more information about working for the Office of Injured Employee Counsel (OIEC): https://www.oiec.texas.gov/contact/jobs.html
All applications must contain complete job histories, including job title, dates of employment, name of employer, manager’s name and phone number, and a description of duties performed. We may reject applications that do not include all the required information. Resumes do not take the place of this required information.
Veterans
Click or copy and paste this link into your browser: www.texasskillstowork.com for help translating your military work experience and training courses into civilian job terms, qualifications/requirements, and skill sets. Redact personal or sensitive information from all attachments.
- Copy of the DD-214; member #4.
- Statement of compensation from the Veteran’s Administration or
- Copy of the DD1300.
Applicable Military Occupational Specialty (MOS) codes are included, but not limited to one of the following:
15P, 42A, 56M, 68G, 420A, RS, SN, YN, YNS, 741X, PERS, 0100, 0111, 4133, 0170, 3F1X1, 3F5X1
Click or copy and paste the following link into your browser to access Military Crosswalk information:
https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_AdministrativeSupport.pdf
Former Foster Children Preference
An individual who was under the permanent managing conservatorship of the Texas Department of Family and Protective Services on the day preceding the individual’s 18th birthday is entitled to a preference in employment. This preference applies to individuals 25 years of age or younger (day before turning 26).
Submitted through Work in Texas
Work in Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. To complete the supplemental questions, please go to CAPPS Career Center to register or log in and access your profile. Click on the following link or copy and paste it into your browser: https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en
Criminal background checks will be conducted on all final candidates. An applicant who has been convicted of a criminal offense relevant to the position may be disqualified from employment.
Unless specifically and expressly stated otherwise, regular attendance is an essential function of every OIEC job.
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