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Intake Coordinator

Date Posted:  Sep 11, 2022
Requisition ID:  396922

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. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to interview and to perform the essential functions of a role.


Next Level benefits at the State of Indiana are here! Be sure to review our expanded benefit package offerings below.


About the Indiana Utility Regulatory Commission (IURC): 
The Indiana Utility Regulatory Commission is an administrative agency that hears evidence in cases filed before it and makes decisions based on the evidence presented in those cases. An advocate of neither the public nor the utilities, the Commission is required by state statute to make decisions in the public interest to ensure the utilities provide safe and reliable service at just and reasonable rates.



The salary for this position starts at $33,700 but is commensurate with education and experience.


About the Job:

The Indiana Utility Regulatory Commission (IURC) is seeking an Intake Coordinator responsible for fielding a high volume of calls that come into the Consumer Affairs Division (CAD) from ratepayers seeking assistance with or have questions regarding their utility provider.

The Indiana Utility Regulatory Commission’s (Commission’s) mission is to assure that utilities and others use adequate planning and resources for the provision of safe and reliable utility services at reasonable cost.  The Consumer Affairs Division ensures that both the utility and the customer comply with the provisions of the Indiana Administrative Code (IAC), which details the rules for utility service quality and customer rights and responsibilities.  For more information about the IURC and Consumer Affairs Division, visit the website at

A Day in the Life:

  • Operates effectively in high pressure, quickly evolving and/or adversarial environments
  • Responsible for fielding a minimum of 600 calls per month;
  • Serve as a primary source in gathering information to initiate an informal utility complaint  with the CAD on behalf of a ratepayer;
  • Enter information into complaint database in a timely manner;
  • Forward all complaints to the utility in a timely manner;
  • Retrieve voice mails from CAD’s voice mail box and respond or distribute appropriately.
  • Acknowledge receipt of, enter, and assign complaints/inquiries received via email or telephone;
  • Process, date-stamp and distribute all correspondence;
  • Primary backup to CAD’s Complaint Analysts;

What You'll Need for Success:

  • Associate’s degree preferred but will consider Customer Service certification and/or relevant work experience;

What We're Looking For:

  • Must demonstrate an ability to excel with limited supervision as well as in a workgroup setting;
  • Organization, accuracy, consistency and clarity are required;
  • Demonstrate superior capabilities to communicate orally and in writing.

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) as well as vision and dental plans;
  • Wellness program (offers premium discount for the medical plan and gift cards);
  • Health savings account, which includes bi-weekly state contribution; 
  • Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities;
  • Deferred compensation 457B account (similar to 401k 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; 
    • 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;


Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer.


Current Employee? Click here to apply.

Nearest Major Market: Indianapolis