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002WM3 - Resolution Specialist, Communications Program Coordinator 3

Date Posted: 
Requisition ID:  45761
Location: 

Greenfield, IN, US, 46140

Work for Indiana

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.

Summary/Objective:

The Customer Service Resolution Specialist serves as the District's representative responsible for ensuring escalated customer service inquiries are resolved efficiently and appropriately. The employee is responsible for assigning, tracking, resolving and communicating escalated District customer service inquiries in a timely manner. Employee reports to the Communications Director and will work closely with the Transportation Services Call Center (TSCC).

Essential Job Responsibilities:

The essential functions of this roles are as follows:

• Possess excellent writing skills.
• Deliver excellent customer service in person, by phone and correspondence.
• Communicate appropriately and often through phone, email and customer service tools to internal staff to resolve customer issues and inquiries.
• Possess the ability to empathize with customers and serve as their advocate to resolve concerns.
• Receive, or ensure a back-up Resolution Specialist is available to receive, escalated phone calls/tasks through the tool during business hours.
• Receive, or ensure a back-up Resolution Specialist is available to receive, escalated emergency phone calls that need immediate action during business hours.
• Track all open District Service Requests and identify any that require increased attention to meet committed service levels.
• Document inquiries, investigations and responses in the customer service database tool
• Monitor unassigned and unclaimed District Service Requests and take action, if necessary.
• Handle District Service Request service level issues and escalate to District Service Request Resolver Groups as required in order to bring the resolution of the Service Requests back on schedule.
• Assist in reassignment of misdirected District Service Requests.
• Provide District Service Request resolution status as required or requested.
• Validate or change District Service Request priority (therefore its associated resolution target time) as required, up to a maximum defined extension period, based on business justification.
• Manage unsupported District Service Requests (usually due to its retirement or not being part of the approved service catalog).
• Notify the District Operations Group Leader of the Service Request as required.
• Submit requests to add or update the known error database (Knowledge Base) as required.
• Notify appropriate Transportation Services Call Center (TSCC) staff when district-specific incidents arise that may prompt TSCC inquiries (i.e. road closures due to accidents, pavement failure, significant media stories, etc.).
• Shepherd and/or investigate District Service Requests to ensure timely responses are given (order traffic studies/drainage investigations/etc., receive the results of the studies and translate the results into conversational responses to customers).
• Work with appropriate Transportation Services Call Center (TSCC) staff to ensure problem inquiries (those with no knowledge in the tool) are solved in the future by aiding in the knowledge-gathering.
• Research district-specific problem inquiries.
• Escalate appropriate district-specific inquiries/incidents to Communication Director, DDC, INDOT Legal Department, etc. as necessary.
• Participate in statewide Resolution Specialist quality control team to ensure best practices are shared among districts.
 Other duties, responsibilities and activities may change or be assigned at any time.

Requirements:

• Must possess a high school diploma or equivalent.
• Bachelor’s degree in Communications or Business Administration preferred.
• Extensive knowledge and/or experience in communications, public relations or professional level customer service.
• Ability to work with customers to assess needs, provide assistance and resolve problems.
• Knowledge of agency’s programs, practices, policies, procedures and objectives.
• Knowledge of and ability to use correct English grammar, punctuation and spelling.
• Knowledge and ability to implement methods and techniques for disseminating information, including public laws governing release of information.
• Experience with and/or ability to deal with elected officials and the general public to assure complete, concise distribution of information and excellent customer service.
• Ability to research, compile and summarize information and then deliver in conversational, empathetic manner.
• Knowledge of which department or individual is best suited to provide most accurate information to fulfill customer needs.
• Ability to prioritize and understand INDOT departmental work processes and procedures in order to ensure customer satisfaction.
• Working knowledge of customer tracking ServiceNow system and Microsoft Office programs including Outlook, Access, Excel, Word, PowerPoint and Internet Explorer.
• Must have a valid Indiana Driver’s License.
 

Supervisory Responsibilities/Direct Reports:
This role does not provide direct supervision to direct reports.

 

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

  • Four (4) medical plan options (including RX coverage) and vision/dental coverages
  • Wellness program (offers eligibility into a discounted medical plan)
  • Health savings account (includes bi-weekly state contribution)
  • Deferred compensation account (similar to 401k plan) with employer match
  • Two (2) fully-funded pension plan options
  • Group life insurance
  • Employee assistance program that allows for covered behavioral health visits
  • Paid vacation, personal and sick time off
  • Competitive leave policies covering a variety of employee needs
  • 12 company paid holidays, 14 on election years
  • Qualified employer for the Public Service Loan Forgiveness Program
  • New Parent Leave

If this is an Intermittent position, the position does not offer benefits and is limited to 180 working days in an eleven (11) month continuous period.

 

Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer

Current Employee? Click here to apply.


Nearest Major Market: Indianapolis