Permit Processing Customer Service Representative

Knowledge Services; Indianapolis (IN); On-site; USD 25,000 - 30,000; Full time

Job summary

Knowledge Services is seeking a Permit Processing Customer Service Representative for a 12-month contract with the State of Indiana Department of Revenue on the West side of Indianapolis. This on-site role supports oversized/overweight vehicle permit processing and ensures compliance with federal and state safety guidelines.

Work hours are Monday–Friday, 8 AM–4 PM, and pay rate is $20/hour. Responsibilities include analyzing permit requests, updating routing information, communicating with

Qualifications

• High school diploma or equivalent plus two years of post-secondary education in business or communications or related field.
• Two years of work experience or related education may substitute for the required work experience.
• At least two years as a Program Coordinator 5 with the Department of Revenue may meet the requirements.

Responsibilities

• Analyze and process permit requests for routine oversize/overweight movements per regulations.
• Process company agreement applications to verify compliance at state and federal levels.
• Process requests for special weight registration.
• Update routing information daily to reflect current road restrictions and closures.
• Correspond with carriers to authorize permits and provide statutory guidance.
• Provide customer assistance via phone, mail, email, or in person.
• Coordinate enforcement with Indiana State Police and Motor Carrier Enforcement.
• Coordinate superload routes with INDOT engineers and district offices.

Skills

Excellent communication skills

Written and verbal communication

Customer service abilities

Ethics and confidentiality

Ability to analyze routes and vehicle

Education

High school diploma or equivalent; two years post-secondary education in business/communications

Tools

ACD telephone system

Job description

Overview

Knowledge Services is currently seeking a Permit Processing Customer Service Representative for a 12-month contract (potential for extension) with the State of Indiana Department of Revenue - Motor Carrier Services on the West side of Indianapolis.

The Vehicle Permit Customer Service Representative supports oversized and/or overweight vehicle transporting customers with permitting services that promote compliance with federal and state safety guidelines, ensuring the highest degree of safety for everyone traveling Indiana highways. The objective of this position is to facilitate safe and unobstructed travel throughout Indiana, safeguarding our infrastructure and preventing the permitting of any unsafe vehicle or inappropriate route.

Work Location: Fully on-site in Indianapolis, IN (West Side).

Work Hours: Monday-Friday 8AM-4PM

Pay Rate: $20/hour

Responsibilities

Permit Processing Customer Service Representative Responsibilities include:

• Analyze and process permit requests for "routine" oversized/overweight vehicle movements, ensuring compliance with federal highway regulations and state statutory provisions.
• Analyze and process company agreement applications to determine that company is in good standard at the state and federal level.
• Analyze and process requests for special weight registration.
• Update routing information daily to ensure it reflects the most current road restriction, detours, and closures.
• Correspond with carriers electronically, by telephone, in writing or in person in order to authorize permits, provide statutory guidance, ensure compliance with federal safety regulations and provisions as well as state procedural guidelines or code reference, and/or to provide general problem resolution.
• Provide customer assistance via telephone, mail, email, fax, or in person at our Customer Service Center.
• Coordinate enforcement efforts with Indiana State Police, Motor Carrier Enforcement Division.
• Coordinate superload routes with INDOT district office engineers, and communicate with district offices to ensure the most up to date road restriction information.

Qualifications

Permit Processing Customer Service Representative Qualifications include:

High school diploma or equivalent, plus two (2) years post secondary education in business, communications, a related field may substitute for the work experience, or at least two years as a Program Coordinator 5 with the Department of Revenue may meet the requirements for this position. Must possess excellent communication skills, both oral and written are required.

• Advanced knowledge of wheel and axle weight configurations in accordance with federal bridge standards.
• Advanced knowledge of numerous permit class types, vehicle configurations, and general and special requirements for each vehicle class and type.
• Proficient knowledge of Indiana Code relating to permitting and a thorough knowledge of the Federal Motor Carrier Regulations.
• Proficient communication skills and customer service abilities are necessary.
• Ability to comprehend technical written materials and the skill to communicate the same in everyday laymen terms.
• Proficient knowledge to accurately analyze routes using state, bridge, an vehicle weight configurations and safety.
• Advanced knowledge of the ACD telephone system.
• Proficient knowledge of ethics and confidentiality laws.

Supervisory Responsibilities/Direct ReportsIncumbent reports directly to the supervisor.

Difficulty of WorkThe incumbent makes important decisions daily on all kinds of routing, vehicle configuration, and road analysis issues. This includes deciding where to route an OS/OW and/or Superload vehicle movement, understanding that the consequences of routing errors range from traffic congestion and property damage to personal injury and/or death due to accidents.

ResponsibilityThe incumbent is responsible for the accurate interpretation and application of divisional policies, procedures, and practices in the analysis of oversized and/or overweight vehicle routing and permitting. This includes close coordination and communication with INDOT engineers, district offices, and law enforcement personnel. Decisions made by the incumbent have a direct impact upon highway safety, federal funding, and the threat of damage of personal property or lives.

Personal Work RelationshipsThe incumbent works with the transporting carriers, agency staff, enforcement personnel, INDOT personnel, and industry organizations to ensure cooperative efforts at meeting safety standards and compliance with federal and state provisions.

Physical EffortMay have the need to periodically lift/carry/move objects/boxes weighing up to 20 pounds; as well as to stoop and/or bend to perform light filing tasks as needed.

Working ConditionsWork is completed in a normal office environment with little exposure to excessive dust, noise, or temperature extremes; with regular use of personal computer and exposure to video display terminal.

Physical Requirements:

• Job frequently requires sitting, handling objects with hands.
• Job requires standing, walking, reaching, talking, hearing, and lifting up to 20 pounds.

Knowledge Services is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the application or hiring process, please contact [e-mail].

Knowledge Services is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Knowledge Services does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. People with disabilities, veterans, and military families are encouraged to apply.

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