Clerical Assistant 1/Customer Service Representative (3400)

Clerical Assistant 1/Customer Service Representative (3400)

Job Description:

he clerical assistant reports to the Call Center Supervisor. This position answers calls for all divisions of the agency. he position is responsible for answering and directing incoming calls, with potential for data entry, scanning, and other basic operational duties.

Responsibilities:

1. Must have ability to maintain confidentiality of information.
2. Provides courteous, timely, and accurate frontline customer service to callers.
3. Greets callers and provides guidance, information, and direction to caller inquiries in a polite and courteous manner.
4. Answers incoming calls, screens callers regarding the purpose of the call and either answers the caller’s questions or transfers to the appropriate staff member or department.
5. Enters the necessary data into the call computer system regarding the purpose of each call.
6. Escalates complex or high-profile caller inquiries to supervisor for review and evaluation.
7. Navigates and researches information in order to provide answers to caller inquiries.
8. Assists applicants through the application process for licensure in many of Indiana’s regulated business and healthcare professions and communicates with applicants via extensive telephone, written and in person interactions in a professional customer service-focused manner.
9. Explains complex federal and state laws, procedures, and various licensing programs to applicants, employers, and other local, state, and federal agencies in easily understood terms.
10. Makes independent judgment calls pertaining to application for licensure. Some judgment calls include, but are not limited to reviewing criminal history background checks, education certificates, transcripts, continuing education certificates, inspection reports, probation reports, court documents, and reviewing other legal documents.
11. Recognizes application issues and applies proper state and federal statutes, administrative rules, case law, policy, and written guidelines to make a licensing determination or board decision referral.
    11.Communicates, orally and in writing, with agency customers including applicants, licensees, board members, as well as the general public.

Experience Needed:

• Ability to comprehend detailed information
• Ability to appropriately handle confidential information
• Ability to multi-task
• Ability to remain flexible with daily schedule
• Computer knowledge and proficiency
• Ability to communicate orally
• Ability to learn new software