IN-PLA-CLERICAL ASSISTANT 1/CUSTOMER SERVICE REPRESENTATIVE

The customer service representative (CSR) reports to the Call Center Supervisor. The position is responsible for answering and directing incoming calls, with potential for data entry, scanning, and other basic operational duties.

Position Summary

The clerical assistant reports to the Call Center Supervisor. This position answers calls for all divisions of the agency.

he position is responsible for answering and directing incoming calls, with potential for data entry, scanning, and other basic operational duties.

Primary Responsibilities

1.Must have ability to maintain confidentiality of information.

2.Provides courteous, timely, and accurate frontline customer service to callers.

2. Greets callers and provides guidance, information, and direction to caller inquiries in a polite and courteous manner.

3. Answers incoming calls, screens callers regarding the purpose of the call and either answers the caller's questions or transfers to the appropriate staff member or department.

4. Enters the necessary data into the call computer system regarding the purpose of each call.

5. Escalates complex or high-profile caller inquiries to supervisor for review and evaluation.

6. Navigates and researches information in order to provide answers to caller inquiries.

7. Assists applicants through the application process for licensure in many of Indiana's regulated business and healthcare professions and communicates with applicants via extensive telephone, written and in person interactions in a professional customer service-focused manner.

8. Explains complex federal and state laws, procedures, and various licensing programs to applicants, employers, and other local, state, and federal agencies in easily understood terms.

9. Makes independent judgment calls pertaining to application for licensure. Some judgment calls include, but are not limited to reviewing criminal history background checks, education certificates, transcripts, continuing education certificates, inspection reports, probation reports, court documents, and reviewing other legal documents.

10. Recognizes application issues and applies proper state and federal statutes, administrative rules, case law, policy, and written guidelines to make a licensing determination or board decision referral.

11.Communicates, orally and in writing, with agency customers including applicants, licensees, board members, as well as the general public.

Job Requirements

Ability to comprehend detailed information

Ability to appropriately handle confidential information

Ability to multi-task

Ability to remain flexible with daily schedule

Computer knowledge and proficiency

Ability to communicate orally

Ability to learn new software

Personal Work Relationships :

Must interact daily with agency staff, other state, local and federal officials, board members, professional

associations and the general public.

Physical Effort :

The work is mostly sitting, however, there is some lifting and standing required.

Working Conditions :

Work is done in an office setting

INCUMBENT AGREES TO ABIDE BY ALL SECURITY PROCEDURES IMPLEMENTED BY THE

INDIANA PROFESSIONAL LICENSING AGENCY AND THE INDIANA OFFICE OF TECHNOLOGY

Required / Desired Skills

SkillRequired / DesiredAmountof ExperienceMust have ability to maintain confidentiality of information.Required0Ability to effectively communicate, both orally and in writing.

Required0Knowledge of and ability to use Microsoft Office to include Word, Excel, PowerPoint, and Outlook.Required0Must be able to remain flexible with daily schedule.

Required0Computer knowledge & proficiency with ability to learn new software.Required0Fingerprinting is required. Candidate must be able to pass National Criminal Background Check Requirement.Required0

Questions

No.QuestionQuestion1Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence.

The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?

Question2Please list candidate's email address.Question3Please list the city and state where candidate currently resides.

Question4Candidate must be paid BR if selected for engagement. The provider markup for this position is 20%. Do you accept this requirement?

Question5Please upload most recent background / compliance check for this contractor in Compliance section of candidate profile.

Question6Regular hours for this position are Monday - Friday from 8 : 00 a.m. - 4 : 30 p.m. Eastern Standard Time.