Public Service CSR — Frontline Customer Advocate

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

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