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Customer Service Specialist

Date Posted:  Oct 15, 2021
Requisition ID:  253101
Location: 

Indianapolis, IN, US, 46204

 

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.

 

At the State of Indiana, we don’t just talk about diversity and inclusion – Our goal is to create a welcoming, accessible, and equitable workplace, with a workforce that is representative of the State of Indiana population. We are proud to be an equal opportunity employer.

 

About the Indiana Department of Labor (IDOL): 

The goal of the Indiana Department of Labor is to ensure that by working in Indiana, you have a safe and healthy place to work and that you can go home each night to your family. You have our commitment that as an agency, we are focused on making Indiana safer and more productive, and we are engaged with the business community as well as Indiana’s labor force.

 

Salary: 

The salary for this position traditionally starts at $26,702 per year.

About the Job:

The Customer Service Specialist works as a professional staff assistant within the Wage and Hour Division of the Indiana Department of Labor. The individual provides support to answer incoming public inquiries concerning Indiana’s Wage Payment Statutes, Minimum Wage & Overtime Law, Common Construction Wage, and Child Labor Laws. This position is an integral part of the Wage and Hour Division of the Indiana Department of Labor, in that, the Wage and Hour Division administers and enforces Indiana’s Wage Payment Statutes, Minimum Wage & Overtime Law, Common Construction Wage Law, and Child Labor Laws.

A Day in the Life:

The essential functions of this role are as follows: 

 

  • Act as the primary point of contact for all inquiries (via phone, email, fax or walk-in) on Indiana’s Wage Payment Statutes, Minimum Wage and Overtime Statutes, Child Labor Statutes, Common Construction Wage Statutes;
  • Interpret public inquiries and exercise excellent judgment not only in applying the appropriate State and/or Federal laws but also to provide guidance on Wage and Hour and Child Labor issues;
  • Provide agency response to general public on Wage and Hour and Child Labor Division laws and policies and procedures; 
  • Refer clients to other agency employees or other approved governing agencies when appropriate;
  • Network and develop relationships with customer service contacts in other State and Federal agencies to maintain appropriate level of knowledge;
  • Create and maintain a Customer Service manual (policies and procedures, frequently asked questions, referral and contact information) for the Wage and Hour and Child Labor Division;
  • Update Division Director on any escalating customer service matters regarding Wage and Hour, Common Construction Wage and Bureau of Child Labor issues;
  • Complete accurate and timely records and reports related to work schedule and work activities;
  • Provide back-up assistance to the agency’s receptionist.

 

The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time. Reasonable accommodations may be made to enable individuals with disabilities to interview and to perform the essential functions of this role.

What You'll Need for Success:

  • Project coordination or professional administrative experience;
  • Excellent verbal communication skills; ability to speak in a professional and concise manner;
  • Ability to diffuse difficult customer situations;
  • Ability to maintain working cooperative relationships;
  • Ability to manage a high volume of calls and inquiries and adapt responsibilities accordingly;
  • Demonstrated initiative to improve current processes and procedures in agency customer service;
  • Knowledge of Indiana’s Wage Payment Statutes, Minimum Wage & Overtime Law, Common Construction Wage and Child Labor Laws as well as agency functions, operations and purpose.

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: 

  • Three (3) medical plan options (including RX coverage) and vision/dental coverages 
  • Wellness program (offers premiums discount for the 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 
  • Free Parking 
  • Free LinkedIn Learning 

 

Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer.

 

Current Employee? Click here to apply.


Nearest Major Market: Indianapolis