Customer Service Representative

IN Auditor of State; Indianapolis (IN); On-site; USD 27,000 - 33,000; Full time

Benefits offered by this job

Medical plan options

Wellness rewards

Health savings account

Pension plans

Paid leave policies

Paid holidays

Education reimbursement

LinkedIn Learning access

Free parking

Employee assistance program

Job summary

State of Indiana's Professional Licensing Agency seeks a customer-focused professional to guide applicants through examination, licensure, and certification processes. You will deliver front-line service, respond to inquiries, and support efficient workflows.

No degree is required, but a High School Diploma or equivalent is required. The role uses basic cash handling and multi-line phone skills in a busy public-facing environment with a comprehensive state benefits package.

Qualifications

• Basic knowledge of agency policies and procedures.
• Ability to communicate clearly with customers and staff.
• Ability to present information to clients and employees.
• Ability to write routine reports and operational correspondence.
• Ability to read and follow general policies and procedures.
• Ability to manage customer inquiries with sound judgment.
• Ability to handle cash and process transactions.

Responsibilities

• Provide courteous, timely frontline customer service transactions and information.
• Greet customers and provide guidance and direction for inquiries.
• Assist customers in selecting products or services and conduct related sales transactions.
• Prepare and sort incoming and outgoing mail and packages.
• Answer calls and route to appropriate staff.
• Track customer transactions and inquiries and generate reports.
• Escalate complex inquiries to supervisor for review.
• Research information to answer customer inquiries.

Skills

Customer service

Verbal communication

Written communication

Policy knowledge

Problem solving

Cash handling

Phone multitasking

Conflict resolution

Researching information

Education

HS diploma or HS equivalency

Tools

Cash register

Job description

Work for Indiana

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 Professional Licensing Agency:

The Indiana Professional Licensing Agency (PLA) is responsible for licensing and regulating 40 different professions as set in statute by the Indiana General Assembly. PLA strives to ensure Hoosiers have access to robust, safe, and reliable professional services by providing licensure to professionals in a fair and efficient manner. PLA's mission is to ensure Hoosiers have access to a robust, safe, and reliable professional workforce.

Role Overview:

The fundamental purpose of the position is to provide exemplary customer services to Indiana's professional and healthcare workforce by assisting and guiding them through the examination, licensure, certification, and application process. The incumbent provides front-line customer services in order to improve the overall efficiency of the Indiana Professional Licensure Agency.

Salary:

The salary for this position traditionally starts at $29,588.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.

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.

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
• 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

Equal Employment Opportunity:

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 [e-mail].