Clerical Assistant 1/Customer Service Representative

Clerical Assistant/Customer Service RepresentativeThe customer service representative reports to the Call Center Supervisor. This position answers calls for all divisions of the agency. The position is responsible for answering and directing incoming calls, with potential for data entry, scanning, and other basic operational duties.Primary Responsibilities:Maintain confidentiality of information.Provide courteous, timely, and accurate frontline customer service to callers.Greet callers and provide guidance, information, and direction to caller inquiries in a polite and courteous manner.Answer incoming calls, screen callers regarding the purpose of the call and either answer the caller's questions or transfer to the appropriate staff member or department.Enter the necessary data into the call computer system regarding the purpose of each call.Escalate complex or high-profile caller inquiries to supervisor for review and evaluation.Navigate and research information in order to provide answers to caller inquiries.Assist applicants through the application process for licensure in many of Indiana's regulated business and healthcare professions and communicate with applicants via extensive telephone, written and in person interactions in a professional customer service-focused manner.Explain complex federal and state laws, procedures, and various licensing programs to applicants, employers, and other local, state, and federal agencies in easily understood terms.Make independent judgment calls pertaining to application for licensure.Recognize application issues and apply proper state and federal statutes, administrative rules, case law, policy, and written guidelines to make a licensing determination or board decision referral.Communicate, orally and in writing, with agency customers including applicants, licensees, board members, as well as the general public.Job Requirements:Ability to comprehend detailed informationAbility to appropriately handle confidential informationAbility to multi-taskAbility to remain flexible with daily scheduleComputer knowledge and proficiencyAbility to communicate orallyAbility to learn new softwarePersonal Work Relationships: Must interact daily with agency staff, other state, local and federal officials, board members, professional associations 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.