Customer Service Representative II-MAC

The position of Customer Service Representative II (CSR II) is responsible for answering internal and external customer communication in a positive and professional manner. The CSR II's are responsible for receiving, evaluating, and escalating requests, compliments, and complaints for the Mayor's Action Center and other related agencies. CSR II's are also responsible for serving as city and county building switchboard operators. Additionally, they must utilize the established systems to create and maintain requested records. The MAC CSR II may occasionally attend neighborhood meetings. The CSR II's work schedule or location could vary during emergency circumstances (e.g., natural and/or man-made disasters.) This position follows the knowledge of established policies and procedures and there is very limited independent judgment utilized. Appropriate use of resources including agency service level agreements and MAC standard operations procedures to make informed decisions. Position reports to the Supervisor, MAC.  

The purpose and mission of the Mayor's Action Center (MAC) provides the people of Indianapolis and Marion County one place to request services, get information, or give feedback; by cultivating a productive, collaborative, and compliant work environment in order for our workforce to meet the needs of the residents of Indianapolis and Marion County.

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. We value diversity in perspectives and experiences among colleagues and the residents of this city of whom we serve.

• Answers calls from both internal and external customers
• Completes outbound calls to citizens
• Assists customers with service requests and informational calls, while adhering to MAC policies and procedures
• Responsible for resolving customer requests, questions, and complaints, collecting information, and maintaining proper records in the designated system to ensure correct routing of information to the appropriate departments
• Evaluates and escalates requests, as necessary including evaluating caller complaints and requests for escalation on matters related to public safety
• Responsible for on-boarding and training all new employees in partnership with the MAC Communications Coordinator
• Reinforces CSR training and assists with quality control and coaching as needed
• Answers general questions from MAC CSR I's throughout the course of business
• Hosts meetings to disseminate important communications or policy changes to CSR I’s
• Responsible for assisting with supervisory roles in supervisor’s absence
• Handling escalated calls from MAC CSR I's 
• Work on special projects as needed
• This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time

Minimum Job Requirements and Qualifications

High School diploma or GED with a minimum five (5) years prior experience in a service or call center environment dealing with customers directly and indirectly. Must be able to effectively interact with customers in all situations, displaying empathy and the ability to manage the phone conversation and be able to withstand high volumes of calls.  Should possess a professional demeanor in the office and in dealing with customers, Ensuring the highest level of service is provided to all residents and internal/external customers. Excellent organizational, verbal, and written communication skills.  Must have excellent computer skills, with the ability to multitask. Positive attitude a must.   Ability to interpret information clearly, concisely; and verbalize that information. Should have a working knowledge of city government and its services. Dependability and reliability is a must. Bilingual in Spanish is a plus. 

Preferred Job Requirements and Qualifications

Associates Degree in Public Administration, Communication, or a related field and ten (10) years of related experience including the responsibility of overseeing others.

Salary : $40,290