OIEC - Customer Support Specialist (Customer Service Rep II) - Midland

Status: Internal/External-OIEC employees and the general public

Job Posting #: 00056874

Location: Midland

Travel Required: 10%

FLSA Status: Customer Service Representative II – Non-Exempt

Do you have a passion for public service and enjoy making a difference?  Don’t miss out on this opportunity. The Office of Injured Employee Counsel (OIEC) is hiring! Apply now if you’re looking for a rewarding career in public service.

You’ll love the Benefits of Working at OIEC:

• 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%)

• Public Service Loan Forgiveness program

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 Support Specialist (Customer Service Representative II) – Midland

The Customer Support Specialist (CSS) responds to referrals and assists injured employees with claim-specific questions and provides referrals to social services to other state agencies. The CSS performs routine, administrative support work.  The CSS Works under general supervision, with limited latitude for the use of initiative and independent judgment; may occasionally perform higher-level work or assist others in performing such work.

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 or customer walk-ins

• assists with contacting appropriate licensing boards for complaints against health care providers

• prepares correspondence letters, memorandums, claim folders and reports for the ombudsmen

• schedules hearings and meetings for ombudsmen and maintains a docket calendar

This position requires:

• graduation from high school or equivalent

• one year full-time experience in an office setting performing customer service and/or administrative work

Additionally, preferences for this job are:

• college level coursework

• experience in a call center environment; workers’ compensation, claims related processes; health care; social work; paralegal and/or dispute resolution

• Bilingual, English and Spanish language skills (oral and written).

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

• correct use of grammar, punctuation, and spelling

This position requires the demonstrated ability to:

• handle multiple tasks simultaneously

• learn, remember, apply, and explain complex concepts, difficult procedures and/or complicated processes

• gather and assemble facts

• make mathematical calculations to determine appropriate benefit amounts

• communicate effectively both verbally and in writing with all levels of employees and the public

Candidate must reside in Texas or be able to relocate to Texas by the start date.

OIEC does not sponsor or assume sponsorship of an employment visa.

How to apply:

You may apply through CAPPS Career Center or Work in Texas (WIT).

Your submission should include complete:

• Employment history (month and year), including job title, name of employer, manager’s name and phone number

• Duties and responsibilities

• Education

• Certifications

• Licenses

• Supplemental questions*

If you are submitting your resume, please ensure the resume has the required information mentioned above.

We may reject submissions that do not include all the required information mentioned above.

*If applying 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.

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.

Equal employment opportunity: OIEC does not discriminate based on race, color, national origin, sex, religion, age, or disability in employment or in the provision of services. Any request for reasonable accommodation needed during the application process should be directed to OIECHR@oiec.texas.gov.

Please note: Unless specifically and expressly stated otherwise, regular attendance is an essential function of every OIEC job.

Employment Preferences

Military employment preference

Senate Bill 1376, 88th Legislature, Regular Session, Section 657.002 requires State agencies to give military employment preference in employment and retention.  Please see more details on our job page.

Documentation must be attached before military preference can be granted, and all personal and/or sensitive information (i.e. Social Security Number, DOB) must be redacted from any attached documents.

To receive a military employment preference for any position, the following documents are required to be submitted with your application, as applicable:

• Veteran: DD Form 214

• Surviving spouse of a veteran who has not remarried: Marriage Certificate and DD Form 1300 or appropriate documentation

• Orphan of a veteran killed while on active duty: Birth Certificate and DD Form 1300 or appropriate documentation

• Spouse of a member of the US Armed Forces/Texas National Guard serving on Active Duty: Marriage Certificate and copy of spouse's active-duty military orders

• Spouse of a veteran with disability and is the primary income for household: Marriage Certificate, Veterans DD Form 214, and VA Benefits Summary Letter showing disability rating

For help translating your military work experience, including training courses on civilian job terminology, skill sets, and qualifications or requirements, click or copy this URL into your browser: www.texasskillstowork.com

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, and 3F5X1

Additional Military Crosswalk information can be accessed by clicking or copying and pasting the following link into your browser:

MOS and Military Crosswalk

Former Foster Youth Preference

An individual who was under the permanent managing conservatorship of the Department of Family and Protective Services on the day preceding the individual’s 18th birthday is entitled to a preference in employment with a state agency over other applicants for the same position who do not have a greater qualification. The preference is valid for individuals aged 25 or younger. Tex. Gov’t Code, Section 672.002.

Pursuant to the Governor’s Executive Order GA-48, candidates having any connection or continuous connections to any governmental entity or political apparatus of a country listed in 15 C.F.R. §791.4 may be subject to a heightened security background check depending on other factors.