Customer Service Representative

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

Benefits offered by this job

Medical plan options

Wellness Rewards Program

Health savings account

Pension plan options

Paid leave policies

Education Reimbursement

LinkedIn Learning access

Free Parking

Job summary

The State of Indiana invites applications for a customer service role within the Professional Licensing Agency. You will provide frontline support to professional licensees, applicants, and the public, guiding them through examinations, licensure, and applications.

Responsibilities include handling inquiries, cash transactions, mail processing, and escalating complex issues. A high school diploma or equivalent is required; position offers a robust benefits package and equal opportunity

Qualifications

• Basic knowledge of agency policies, programs and procedures to respond with information.
• Ability to interact and verbally communicate well with a variety of employees and customers.
• 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 to troubleshoot 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 professionally and decisively.
• Ability to manage a multi-line phone during peak hours while maintaining a professional demeanor.
• Ability to communicate effectively both orally and in writing.
• Ability to handle sensitive matters and remain calm with irate customers.
• Ability to identify information for tracking inquiries.

Responsibilities

• Provide courteous, timely, and accurate frontline customer service transactions and information.
• Greet customers and provide guidance, information, and direction to inquiries.
• Assist customers with selection of products or services and conduct related sales transactions.
• Prepare and sort incoming and outgoing mail and packages.
• Answer incoming calls, screen callers and transfer to appropriate staff.
• Track customer transactions and inquiries and may generate reports for management.
• Escalate complex or high-profile inquiries to a supervisor for review.
• Research information to provide answers to customer inquiries.

Skills

Customer service

Communication

Phone handling

Cash handling

Problem solving

Education

High school diploma or equivalent

Job description

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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 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 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.

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.
• Greetcustomers and provides guidance, information, and direction to customer inquiries in a polite and courteous manner.
• Assistcustomers 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.
• Answerincoming calls, screens caller regarding the purpose of the call, and/or transfers to appropriate staff member or department.
• Trackcustomer transactions and inquiries and may generate reports for management.
• Escalatecomplex or high-profile customer inquiries to supervisor for review and evaluation.
• Researchinformation 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 to401(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
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parkingfor most positions
• Free LinkedIn Learningaccess

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] .