Customer Service Resolution Specialist

State of Indiana•Indianapolis, IN

1d•Remote

About The Position

The Customer Service Resolution Specialist for the Indiana Department of Transportation (INDOT) Transportation Services Call Center (TSCC) is responsible for accepting, logging and resolving requests from Indiana citizens and businesses in a timely and professional manner to provide superior customer service. The primary responsibility of this role is to answer customer phone calls, log customer interactions, and escalate reported issues to district partners. This position is fully remote following a six- to eight-week training period that is fully in-office.

Requirements

Specialized knowledge of program area including pertinent rules and regulations.
Specialized knowledge of applicable legislation, guidelines, agency policy and professional standards and practices.
Ability to research, analyze, and compile specific topics related to program area.
Ability to communicate effectively.
Ability to operate effectively in a group decision-making process.
Tact in dealing with other agency personnel and the public.
Specialized knowledge of accounting and budgeting.
Individuals should have the ability to perform essential functions with or without reasonable accommodation.

Nice To Haves

A degree is not required.

Responsibilities

Research and compile information on specific aspects of the program such as procedures, needs and policies.
Answer customer questions about program policies and procedures.
Establish, organize, and maintain current and historical files related to the program.
Assist in the preparation of program reports, develop applications, prepare budget allocations and/or purchasing of consultative services.
Maintain, monitor, and order program assets.
Assist supervisor in the development and planning of overall program and its role in the functioning of the agency.
Schedule, prepare, and disseminate all program related training materials.

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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