Customer Service Representative

Customer Service Representative

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.

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.

Role Overview

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.

Salary Statement: The salary for this position traditionally starts at $29,588.00 but may be commensurate with education or work experience.

A Day in the Life: The essential functions of this role are as follows:

• 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.

The job description 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:

• 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.
• A degree is not required. However, a High School Diploma or High School Equivalent (HSA) is required.
• Individuals should have the ability to perform essential functions with or without reasonable accommodation.

This role may be utilized in a supervisory capacity based on agency needs.

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
• 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

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.