Customer Service Representative

State of Indiana•Indianapolis, IN

38d•$29,588•Onsite

About The Position

The Indiana Professional Licensing Agency is seeking an individual to help protect the health and safety of the citizens of Indiana by providing quality, efficient service to all professional licensees, applicants, and the public. The fundamental purpose of this position is to provide administrative support to the board director, the licensing board/commissions, and to directly supervise the customer service representatives' projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana's communities every day. The Customer Service Representative assists internal and external customers who are applying for professional licensure or who are seeking information about licensure in the State of Indiana. You will answer questions about licensure and guide candidates in submitting the required documentation. You will enter documentation into the licensure data system for approval. This role is 100% on-site at the Indiana Government Center in downtown Indianapolis.

Requirements

High School Diploma or High School Equivalency (HSE).
Basic knowledge of agency policies, programs and procedures in order to effectively respond and provide information to customers.
Ability to interact and verbally communicate well with a variety of employees and customers, both on a one-on-one basis and in groups.
Ability to present information to clients, customers and employees.
Ability to write routine reports and operational correspondence.
Ability to read and follow general policies and procedures.
Ability to rationalize customer concerns.
Ability to think logically in order to troubleshoot, analyze situations and make sound decisions.
Ability to process cash and credit card transactions, use a cash register, count money, and make change.
Ability to address customer complaints and conflicts in a professional and decisive manner.
Ability to manage a multi-line phone during peak hours while maintaining a professional demeanor.
Ability to effectively communicate both orally and in writing.
Ability to handle sensitive matters and remain calm and professional with irate customers;
Ability to identify information for the purpose of tracking customer inquiries.
Able to perform essential functions with or without reasonable accommodation.

Responsibilities

Provide courteous, timely, and accurate frontline customer service transactions and information.
Greet customers and provides guidance, information, and direction to customer inquiries in a polite and courteous manner.
Assist customers with selection of the correct or needed products or services and conducts the related sale transactions.
Prepare and sort incoming and outgoing mail and packages.
Answer incoming calls, screens caller regarding the purpose of the call, and/or transfers to appropriate staff member or department.
Track customer transactions and inquiries and may generate reports for management.
Escalate complex or high-profile customer inquiries to supervisor for review and evaluation.
Research information in order to provide answers to customer inquiries.

Benefits

Three (3) medical plan options (including RX coverage) as well as vision and dental plans
Wellness Rewards Program: Complete wellness activities to earn gift card rewards
Health savings account, which includes bi-weekly state contribution
Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
Two (2) fully-funded pension plan options
A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
Up to 15 hours of paid community service leave
Combined 180 hours of paid vacation, personal, and sick leave time off
12 paid holidays, 14 on election years
Education Reimbursement Program
Group life insurance
Referral Bonus program
Employee assistance program that allows for covered behavioral health visits
Qualified employer for the Public Service Loan Forgiveness Program
Free Parking for most positions
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