Citizen Experience Specialist

City of Indianapolis; Indianapolis (IN); On-site; USD 42,000 - 64,000; Full time

Job summary

The Constituent Services Associate (CSA) at City of Indianapolis serves as the public's first contact in the Department of Business & Neighborhood Services Lobby, handling in-person inquiries and coordinating with internal and external customers daily.

The role also handles information intake, processes payments, and manages records, including researching public records requests and supporting the department's workflow through documentation and training of new staff as needed.

Qualifications

• High School Diploma or GED required with at least 2 years in customer service or related fields.
• Experience handling public inquiries, records management, and basic cash handling is preferred.
• Knowledge of records retention and familiarity with records systems is a plus.

Responsibilities

• Provides excellent customer service to the public via phone, email, and in-person in the DBNS Lobby.
• Assists the public with scheduling licenses, permits, and related applications.
• Uses information repositories to answer questions and share resources about DBNS processes and contacts.
• Processes payments for applications, licenses, violations, and other payments.
• Researches and resolves public records requests and communicates with the public as needed.
• Sorts, scans, and indexes department records.
• Coordinates with vendors and organizes incoming mail for department pickup.
• Keeps microfilmed files organized and maintained.
• Responds to internal record requests and supports scanning projects.
• Helps train new Constituent Service Associates.

Skills

Customer service

Conflict management

Public administration

Technical content interpretation

Education

High School Diploma or GED

Two years related experience

Tools

FileNet

Accela

UScan

Kofax Capture

Job description

The Constituent Services Associate (CSA) at City of Indianapolis serves as the public's first contact in the Department of Business & Neighborhood Services Lobby, handling in-person inquiries and coordinating with internal and external customers daily.

The role also handles information intake, processes payments, and manages records, including researching public records requests and supporting the department's workflow through documentation and training of new staff as needed.