Customer Service Center Representative
Indianapolis, IN, US, 46204
Work for Indiana
Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a 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.
About the Indiana Department of Natural Resources:
The mission of the Indiana Department of Natural Resources is to protect, enhance, preserve, and wisely use natural, cultural, and recreational resources for the benefit of Indiana's citizens through professional leadership, management, and education.
About the DNR Customer Service Center:
The DNR Customer Service Center supports DNR Central Office operations at the Indiana Government Center. The center provides service for individuals seeking licenses/permits for hunting and fishing, as well as state park passes, horse use tags, off-road cycling permits and motorized/nonmotorized lake permits. In addition to license/permit/pass sales, the DNR Customer Service Center assists members of the public in accessing DNR services.
Role Overview:
As the Customer Service Representative, your role entails delivering customer service to both internal and external customers, as well as the general public. Your responsibilities include offering prompt, accurate, and polite frontline customer service interactions to support the agency's services. The DNR Customer Service Center provides response to various public inquiries such as questions related to injured, orphaned, or deceased wildlife, as well as policies, rules, regulations, and laws related to engaging in DNR-managed activities like hunting and fishing and accessing DNR-operated properties.
Salary Statement:
The salary for this position traditionally starts at $29,588.00 but may be commensurate with education or work experience.
A Day in the Life:
- The essential functions of this role are as follows:
- Provide 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:
Individuals in this role should minimally be able to articulate or demonstrate the following:
- 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.
A degree is not required. However, a High School Diploma or High School Equivalent (HSA) is required.
Individuals should have the ability to perform essential functions with or without reasonable accommodation.
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
- Deferred compensation 457(b) account (similar to 401(k) 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 and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
- 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. 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. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.
Nearest Major Market: Indianapolis
