Customer Service Representative I - Mayor's Action Center

City of Indianapolis & Marion County; Indianapolis (IN); On-site; USD 32,000 - 42,000; Full time

Job summary

City of Indianapolis & Marion County is seeking a Customer Service Representative I (CSR I) for the Mayor's Action Center. You will answer calls from residents and internal/external customers, evaluate and route requests, and provide courteous information to resolve issues.

You will maintain records in the appropriate database, support multiple platforms, and coordinate with partner departments to keep workflows efficient. Bilingual Spanish is a plus; required High School diploma or GED.

Qualifications

• Empathy and strong communication with customers across channels.
• Ability to multitask and manage information accurately.
• Clear verbal and written communication with diverse audiences.

Responsibilities

• Answer calls from internal and external customers.
• Assist customers with service requests and information.
• Resolve questions/complaints and provide status updates.
• Maintain records in the appropriate database and route information.
• Coordinate with other agencies to ensure workflow.

Skills

Empathy

Verbal communication

Written communication

Multitasking

Bilingual Spanish

Education

High School diploma or GED

Job description

Agency Summary

The purpose and mission of the Mayor's Action Center (MAC) provides the people of Indianapolis and Marion County one place to request services, get information, or give feedback; by cultivating a productive, collaborative, and compliant work environment in order for our workforce to meet the needs of the citizens of Indianapolis and Marion County.

Job Summary

The position of Customer Service Representative I (CSR I) is responsible for answering internal and external customer communication in a positive and professional manner. The CSR I's are responsible for receiving, evaluating, and escalating requests, compliments, and complaints for the Mayor's Action Center and other related agencies. CSR I's are also responsible for serving as city and county building switchboard operators and operate the tenant assistance line. Additionally, they must utilize the established systems to create and maintain requested records. The MAC CSR I may occasionally attend neighborhood meetings and participate in Lean projects. The CSR I's work schedule or location could vary during emergency circumstances (e.g., natural or man-made disasters.) This position follows the knowledge of established policies and procedures and there is very limited independent judgment utilized. Appropriate use of resources, (e.g., staff manual, MAC personnel etc.,) to make informed decision are required. Position reports to the Supervisor, MAC.

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.

• Incumbent will answer calls from both internal and external customers
• CSR will be responsible for assisting customers with service requests and informational calls
• Responsible for resolving customer questions/complaints
• Collecting information and maintaining appropriate records within the appropriate database
• Ensures proper routing of information to appropriate agencies
• Provides current status of previous requests and follow up to residents' requests
• Explains and/or clarifies rules, regulations, schedules, and departmental procedures
• Responsible for communicating on multiple platforms, with internal management and partner departments in order to maintain an effective workflow
• 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

Minimum Job Requirements and Qualifications

High School diploma or GED with a minimum of one (1)year prior experience in a service or call center environment dealing with customers directly and indirectly. Must be able to effectively interact with customers in all situations, displaying empathy and the ability to manage the phone conversation and be able to withstand high volumes of calls. Should possess a professional demeanor in the office and in dealing with customers, Ensuring the highest level of service is provided to all residents and internal/external customers. Excellent organizational, verbal, and written communication skills. Must have excellent computer skills, with the ability to multitask. Positive attitude a must. Ability to interpret information clearly, concisely; and verbalize that information. Should have a working knowledge of city government and its services. Bilingual in Spanish is a plus.

Preferred Job Requirements and Qualifications

Associates Degree in Public Administration, Communication, or a related field and six (6) months to one (1) years of related experience.

Essential functions are regularly performed without exposure to adverse environmental conditions.