Customer Service Manager
Date Posted: Aug 22, 2025
Requisition ID: 464143
Location:
Fort Wayne, IN, US, 46808
Work for Indiana
Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.
About the Indiana Department of Transportation:
The Indiana Department of Transportation (INDOT) provides a dynamic workplace that serves Indiana citizens, improves our state's quality of life, and enhances its economic opportunity. INDOT has a number of innovative programs and projects, including Public-Private Partnerships, Green Initiatives, and cutting-edge uses of materials and assets. As part of the State of Indiana, INDOT offers a competitive total compensation package, as well as outstanding work/life balance. Whether you are an established professional in the transportation field or just starting your career, INDOT has exciting and challenging opportunities for you.
Role Overview:
This position serves as the Internal/External Customer Service Manager responsible for overseeing and directing the Resolution Specialist and Assistant Resolution Specialist employee functions, including training department employees in improved communications with customers. In addition, this position is responsible for creating and executing project-based initiatives to improve relations/communications with internal District employees and external customers, like local communities, elected officials and the public. This position reports to the District Stakeholder Services Director and serves as a second-in-command to District Stakeholder Services Director, attending director-level meetings, being responsive to District Deputy Commissioner requests and making director-level decisions when the Stakeholder Services Director is unavailable.
Location:
This position is located in INDOT's Fort Wayne District.
Salary:
This position traditionally starts at an annual salary of $47,320.00. Salary for this position may be commensurate with education and job experience.
A Day in the Life:
The essential functions of this role are as follows:
Serves as a second-in-command to District Stakeholder Services Director, attending director-level meetings, being responsive to the District Deputy Commissioner and making director-level decisions when the Stakeholder Services Director is unavailable.
Supervises and directs the Resolution Specialist and Assistant Resolution Specialist employee functions, including developing materials and training department employees in improved communications with customers.
Builds and maintains relationships and improves morale among district employees through internal town hall meetings, site visits, projects, etc. to ensure employee concerns are "bubbled up" to ensure action is taken. Use these internal outreach meetings to develop plans to resolve concerns.
Works with Stakeholder Services Director and other departments on internal communications and team-building opportunities, benefiting both district and agency-wide employees.
Works with Stakeholder Services Director and Human Resources Director to develop improved onboarding materials aimed at improving new employees' understanding of Fort Wayne District.
Participates in weekly meetings with Stakeholder Services Director and Public Relations Director to plan "hot topic" public outreach through social media, media pitches, news releases, etc.
Acts as Stakeholder Services Director second-in-command by attending MPO meetings, public meetings, etc. when Stakeholder Services Director cannot attend.
Develops internal employee communication with Stakeholder Services Director, focusing on district deficits found in annual employee survey.
Assists Stakeholder Services Director in research/investigation for lawmaker/governor inquiries and attend lawmaker meetings.
Assists Stakeholder Services Director and Public Relations Director during public/media meetings/hearings/outreach.
Acts as District representative for Adopt-A-Highway program, scheduling groups for clean-up times, arranging needed equipment for groups and developing outreach plan to grow Adopt-A-Highway.
Assists in onsite meetings with customers and businesses to address complaints.
Shepherds more extensive inquiries/projects that lack department ownership, i.e. drainage concerns.
Assists INDOT Legal and Attorney General on information and document gathering.
Creates outreach opportunities within the industry and greater community, including attending community meetings to understand customer needs, setting up job side and subdistrict visits, etc.
The job profile 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 with or without notice.
This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.
What You'll Need for Success:
You must meet the following requirements to be considered for employment:
Must possess a high school diploma or equivalent.
Bachelor's degree in Communications or Business Administration, or related experience preferred.
Extensive knowledge and/or experience in communications, public relations, or professional level customer service.
Ability to work with customers to assess needs, provide assistance, and resolve problems.
Ability to design informational materials such as fliers, brochures, etc. for the purpose of educating the public on INDOT matters.
Knowledge of agency's programs, practices, policies, procedures, objectives preferred.
Knowledge of and ability to use correct English grammar, punctuation, and spelling.
Knowledge and ability to implement methods and techniques for disseminating information, including public laws governing release of information.
Experience with and/or ability to deal with elected officials and the general public to assure complete, concise distribution of information.
Ability to research, compile, and summarize information to complete special assignments.
Knowledge of which department or individual is best suited to provide most accurate information to fulfill constituent needs.
Ability to prioritize and understand INDOT departmental work processes and procedures in order to ensure customer satisfaction.
Working knowledge of customer tracking ServiceNow database, Microsoft Office programs including Outlook, Access, Excel, Canva, and Adobe Suite (Photoshop, Illustrator, InDesign, Lightroom, Acrobat, etc.)
Supervisory Responsibilities/Direct Reports:
This role may be utilized in a supervisory capacity based on agency needs.
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 Rewards Program: Complete wellness activities to earn gift card rewards
Health savings account, which includes bi-weekly state contribution
Deferred compensation 457(b) account (similar to 401(k) 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 and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
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 and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.
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