Customer Service Resolution Specialist
About The Position
Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana. About the Indiana Department of Transportation: The Indiana Department of Transportation (INDOT) provides a dynamic workplace that serves Indiana citizens, improves our state’s quality of life, and enhances its economic opportunity. INDOT has a number of innovative programs and projects, including Public-Private Partnerships, Green Initiatives, and cutting-edge uses of materials and assets. As part of the State of Indiana, INDOT offers a competitive total compensation package, as well as outstanding work/life balance. Whether you are an established professional in the transportation field or just starting your career, INDOT has exciting and challenging opportunities for you. Role Overview: The Customer Service Resolution Specialist ensures that escalated customer service inquiries are resolved efficiently and appropriately. This position is responsible for assigning, tracking, resolving, and communicating escalated customer service inquiries in a timely manner. This position will work with both internal and external customers on a daily basis, so great communication skills are a must. Knowledge of transportation, as well as the geography and roadways of the INDOT Northwest District is preferred. In this role you will be responsible for maintaining messaging for customer service database, high volume position. Location: This position is with INDOT's LaPorte District. Salary: The salary for this position traditionally starts at $0.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package. A Day in the Life: The essential functions of this role are as follows: 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. The job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
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
- Knowledge of transportation, as well as the geography and roadways of the INDOT Northwest District is preferred.
- A degree is not required.
Responsibilities
- Assigning, tracking, resolving, and communicating escalated customer service inquiries in a timely manner.
- Working with both internal and external customers on a daily basis.
- Maintaining messaging for customer service database.
- 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
- Free LinkedIn Learning access
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
