Job Details
Clerical Assistant 1/Customer Service Representative (718723)
State of Indiana
Duration 3+ Months
Interview mode In person only
Indianapolis, IN 46204
Regular hours for this position are Monday - Friday from 8:00 a.m. - 4:30 p.m. Eastern Standard Time.
Description: 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
- bility 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
ssociations 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
Skill Matrix [Required]
Must have ability to maintain confidentiality of information.
bility to effectively communicate, both orally and in writing.
Knowledge of and ability to use Microsoft Office to include Word, Excel, PowerPoint, and Outlook.
Must be able to remain flexible with daily schedule.
Computer knowledge & proficiency with ability to learn new software.
Fingerprinting is required. Candidate must be able to pass National Criminal Background Check Requirement.