Customer Service Representative I - Mayor's Action Center

About the role

The Customer Service Representative I (CSR I) serves the people of Indianapolis and Marion County by providing a single point of contact for service requests, information, and feedback. CSRs answer internal and external customer communications, operate the city/county switchboard, manage the tenant assistance line, and maintain records in established systems. The role may occasionally involve attending neighborhood meetings or participating in Lean projects. During emergencies, work schedules or locations may vary.

Responsibilities

• Answer calls from internal and external customers in a positive, professional manner.
• Assist customers with service requests and informational inquiries.
• Resolve customer questions and complaints.
• Collect and maintain accurate records in the appropriate database.
• Route information to the correct agencies and provide status updates on previous requests.
• Explain rules, regulations, schedules, and departmental procedures to residents.
• Communicate across multiple platforms with internal management and partner departments to maintain workflow.
• Serve as city and county building switchboard operator and tenant assistance line operator.
• Utilize established systems to create and maintain records.

Requirements

• High School diploma or GED.
• Minimum of one (1) year of prior experience in a service or call center environment, dealing with customers directly and indirectly.
• Ability to effectively interact with customers in all situations, displaying empathy and professionalism.
• Capacity to manage high call volumes while maintaining a positive attitude.
• Excellent organizational, verbal, and written communication skills.
• Strong computer skills and ability to multitask.
• Ability to interpret and verbalize information clearly and concisely.
• Working knowledge of city government and its services (preferred).
• Bilingual in Spanish is a plus.

Preferred Qualifications

• Associate’s Degree in Public Administration, Communication, or a related field.
• Six (6) months to one (1) year of related experience.

Working Conditions

Essential functions are regularly performed without exposure to adverse environmental conditions.