Customer Service Representative
State of Indiana
- Indianapolis, IN
- $15.17 per hour
- Permanent
- Full-time
- Provide courteous, timely, and accurate frontline customer service transactions and information.
- Greet customers and provide guidance, information, and direction to customer inquiries in a polite manner.
- Assist customers with selecting the correct or needed products or services and conduct the related sale transactions.
- Prepare and sort incoming and outgoing mail and packages.
- Answer incoming calls, screen caller regarding the purpose of the call, and/or transfer to the appropriate staff member or department.
- Track customer transactions and inquiries and may generate reports for management.
- Escalate complex or high-profile customer inquiries to the supervisor for review and evaluation.
- Research information to provide answers to customer inquiries.
- High School Diploma or High School Equivalency (HSE).
- Basic knowledge of agency policies, programs, and procedures 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 to troubleshoot, analyze situations, and make sound decisions.
- Ability to process cash and credit card transactions, use a cash register, count money, and make changes.
- Ability to address customer complaints and conflicts professionally and decisively.
- 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 to track customer inquiries.
- 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