OIEC - Call Center Agent (Customer Service Rep II) - Statewide

$29,436 - $46,200/Yr

Office Of Injured Employee Counsel - San Antonio, TX

Full-time - Entry Level

Remote - San Antonio, TX

About the position

The Call Center Agent (Customer Service Representative II) at the Office of Injured Employee Counsel (OIEC) serves as the first point of contact for injured employees in Texas, providing essential information and assistance regarding workers' compensation claims. This role involves handling a high volume of inbound calls in a fast-paced environment, ensuring a positive customer experience while addressing inquiries about benefits, laws, and procedures related to workers' compensation. The position requires effective communication skills and the ability to manage multiple tasks while maintaining confidentiality and a positive attitude.

Responsibilities

• Take a high volume of inbound phone calls in a fast-paced environment.
• Provide information and assistance to injured employees about the workers compensation system.
• Answer general questions regarding workers compensation benefits, laws, and rules.
• Assist injured employees with claim specific questions and appropriate referrals to social services.
• Verify, update, and correct claim information in a computer system.
• Document all customer contact and update correspondence letters and claim folders for the ombudsmen.
• Explain and provide information about rights, responsibilities, and services.
• Refer unresolved disputes to the appropriate staff.
• Handle requests to re-schedule hearings and meetings for ombudsmen.

Requirements

• Graduation from high school or equivalent.
• One year full-time call center experience in a customer service representative capacity.

Nice-to-haves

• Three years call center experience.
• Experience in workers compensation claims related processes; insurance carrier; health care; and/or social work.
• Bilingual speaker English/Spanish.

Benefits

• Flexible work schedules with weekends off.
• Hybrid work schedule, if applicable.
• 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.