Constituent Services Associate – DBNS

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

Overview

Agency Summary

Job Summary

The Constituent Services Associate (CSA) is the customer’s first point of contact when visiting the Department of Business & Neighborhood Services Lobby. This position is responsible for managing all initial in-person customer inquiries received and will communicate and coordinate with internal sections and external customers via telephone and email daily. The CSA performs some information/form intake, as well as proper cash-handling procedures for customer payments. This position is also responsible for records processing and management, including researching and resolving public records requests. This function is essential to maintaining accurate records and supporting the work of the entire department.

Equal Employment Opportunity

The City of Indianapolis Marion County is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents of this city of whom we serve.

Position Responsibilities

• Provides excellent customer service to all members of the public via telephone, email, and in-person in the DBNS Lobby.
• Assists members of the public with scheduling appointments to process licenses applications, permit requests, and more through a scheduling application.
• Utilizes an information repository to answer questions and share information about DBNS processes, resources, and points of contact to members of the public.
• Processes payments of applications, licenses, violations, and any other payment types submitted via drop-off and delivery service.
• Researches, compiles, and resolves public records requests, and interacts with the public on these requests as needed.
• Sorts, prepares, scans, and indexes records received by all sections of the department.
• Coordinates with RICOH and organizes all incoming mail for the department for section pick-up.
• Ensures that microfilmed files are kept and maintained in an orderly fashion.
• Resolves internal requests for records and/or special scanning projects.
• Assists in the training of new Constituent Service Associates.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time

Qualifications

High School Diploma or GED and at least two (2) years of work experience in a position that required expertise in customer service, conflict management, public administration and/or interpretation and application of technical content. Any combination of education and/or related work experience totaling two (2) years is acceptable.

Preferred Job Requirements

• Bilingual or multilingual
• Prior knowledge of records retention policies.
• Prior knowledge of FileNet, Accela, UScan, and Kofax Capture software.

Working Conditions

Work is predominately spent in office settings. Position will have to attend some evening council meetings, and the occasional neighborhood meeting. Some local travel will be required for press events and other off-site meeting needs.

Physical Conditions

• Sitting at a desk the majority of the day
• Tasks may involve extended periods of time at keyboard or workstation
• Occasional travel to meetings and events during the day, after hours and on weekends.