Customer Service Representative

Work for Indiana

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a diverse 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.

At the State of Indiana, we don’t just talk about diversity and inclusion we make it our goal to create a welcoming, accessible, and equitable workplace with a workforce that is representative of Indiana's population.

As a proud equal opportunity employer, 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.

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.

Salary Statement :

The salary for this position traditionally starts at $29,588 ($15.17 per hour) annually and may be commensurate with education or work experience.

Role Overview :

The Customer Service Representative assists internal and external customers who are applying for professional licensure or who are seeking information about licensure in the State of Indiana.

You will answer questions about licensure and guide candidates in submitting the required documentation. You will enter documentation into the licensure data system for approval.

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.
• Greet customers and provides guidance, information, and direction to customer inquiries in a polite and courteous manner.
• Assist customers 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.
• Answer incoming calls, screens caller regarding the purpose of the call, and / or transfers to appropriate staff member or department.
• Track customer transactions and inquiries and may generate reports for management.
• Escalate complex or high-profile customer inquiries to supervisor for review and evaluation.
• Research information 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 :

You must meet the following requirement to be considered for employment :

• High School Diploma or High School Equivalency (HSE).
• 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.

Supervisory Responsibilities / Direct Reports :

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
• Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities
• Deferred compensation 457B account (similar to 401k 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
• 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
• Referral Bonus program
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parking for most positions
• Free LinkedIn Learning access

Equal Employment Opportunity :

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.

Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status.

We will comply with the spirit as well as the letter of all applicable state and federal laws.

If you are a qualified individual with a disability and require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [email protected] .

The State of Indiana has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants.

We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application.