Clerical Assistant 1/Customer Service Representative

Clerical Assistant/Customer Service Representative

The customer service representative reports to the Call Center Supervisor. The position is responsible for answering and directing incoming calls, with potential for data entry, scanning, and other basic operational duties. The clerical assistant answers calls for all divisions of the agency. This position answers calls for all divisions of the agency. The position is responsible for answering and directing incoming calls, with potential for data entry, scanning, and other basic operational duties.

Primary Responsibilities:

• Maintain confidentiality of information.
• Provide courteous, timely, and accurate frontline customer service to callers.
• Greet callers and provide guidance, information, and direction to caller inquiries in a polite and courteous manner.
• Answer incoming calls, screen callers regarding the purpose of the call and either answers the caller's questions or transfers to the appropriate staff member or department.
• Enter the necessary data into the call computer system regarding the purpose of each call.
• Escalate complex or high-profile caller inquiries to supervisor for review and evaluation.
• Navigate and research information in order to provide answers to caller inquiries.
• Assist applicants through the application process for licensure in many of Indiana's regulated business and healthcare professions and communicate with applicants via extensive telephone, written and in person interactions in a professional customer service-focused manner.
• Explain complex federal and state laws, procedures, and various licensing programs to applicants, employers, and other local, state, and federal agencies in easily understood terms.
• Make independent judgment calls pertaining to application for licensure.
• Recognize application issues and apply proper state and federal statutes, administrative rules, case law, policy, and written guidelines to make a licensing determination or board decision referral.
• Communicate, orally and in writing, with agency customers including applicants, licensees, board members, as well as the general public.

Job Requirements:

• Ability to comprehend detailed information
• Ability to appropriately handle confidential information
• Ability to multi-task
• Ability to remain flexible with daily schedule
• Computer knowledge and proficiency
• Ability to communicate orally
• Ability to learn new software

Personal Work Relationships: Must interact daily with agency staff, other state, local and federal officials, board members, professional associations and the general public. Physical Effort: The work is mostly sitting, however, there is some lifting and standing required. Working Conditions: Work is done in an office setting. Incumbent agrees to abide by all security procedures implemented by the Indiana Professional Licensing Agency and the Indiana Office of Technology. Skill Matrix [Required] Must have ability to maintain confidentiality of information. Ability to effectively communicate, both orally and in writing. Knowledge of and ability to use Microsoft Office to include Word, Excel, PowerPoint, and Outlook. Must be able to remain flexible with daily schedule. Computer knowledge & proficiency with ability to learn new software. Fingerprinting is required. Candidate must be able to pass National Criminal Background Check Requirement.