Transportation Customer Service Specialist - Escalations

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 Specialist serves as the District's representative responsible for ensuring escalated customer service inquiries are resolved efficiently and appropriately. You will be responsible for assigning, tracking, resolving, and communicating escalated District customer service inquiries in a timely manner. In this role you must possess excellent customer service skills, strong written abilities, and be able to communicate appropriately and frequently through phone and email with both INDOT employees and the public. Location: This position is with INDOT's Greenfield District. Salary Statement: The salary for this position traditionally starts at $42,900.00 but may be commensurate with education or work experience. 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. What You'll Need for Success: Individuals in this role should minimally be able to articulate or demonstrate the following: 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. A degree is not required. Individuals should have the ability to perform essential functions with or without reasonable accommodation. Supervisory Responsibilities/Direct Reports: This role may be utilized in a supervisory capacity based on agency needs. Benefits of Employment with the State of Indiana: The State of Indiana offers a comprehensive benefit package for full-time employees which includes: 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 Employee assistance program that allows for covered behavioral health visits Qualified employer for the Public Service Loan Forgiveness Program Free Parking for most positions The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at View email address on click.appcast.io. #J-18808-Ljbffr State of Indiana