[Hiring] Customer Service Resolution Specialist @State of Indiana

Role Description

The Customer Service Resolution Specialist for the Indiana Department of Transportation (INDOT) Transportation Services Call Center (TSCC) is responsible for accepting, logging and resolving requests from Indiana citizens and businesses in a timely and professional manner to provide superior customer service. The primary responsibility of this role is to:

• Answer customer phone calls
• Log customer interactions
• Escalate reported issues to district partners

This position is fully remote following a six- to eight-week training period that is fully in-office.

Qualifications

• Specialized knowledge of program area including pertinent rules and regulations
• Specialized knowledge of applicable legislation, guidelines, agency policy and professional standards and practices
• Ability to research, analyze, and compile specific topics related to program area
• Ability to communicate effectively
• Ability to operate effectively in a group decision-making process
• Tact in dealing with other agency personnel and the public
• Specialized knowledge of accounting and budgeting
• A degree is not required
• Ability to perform essential functions with or without reasonable accommodation

Requirements

This role may be utilized in a supervisory capacity based on agency needs.

Benefits

• 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

Company Description

The Indiana Department of Transportation (INDOT) provides a dynamic workplace that serves Indiana citizens, improves our state’s quality of life, and enhances its economic opportunity. INDOT has a number of innovative programs and projects, including:

• Public-Private Partnerships
• Green Initiatives
• Cutting-edge uses of materials and assets

As part of the State of Indiana, INDOT offers a competitive total compensation package, as well as outstanding work/life balance. Whether you are an established professional in the transportation field or just starting your career, INDOT has exciting and challenging opportunities for you.