Energy & Utility Programs Customer Service Representative
Date Posted: Sep 15, 2025
Requisition ID: 465679
Location:
Indianapolis, IN, US, 46204
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 Housing and Community Development Authority (IHCDA):
The Indiana Housing and Community Development Authority (IHCDA) is a quasi-agency of the State of Indiana and is committed to serving the entire spectrum of housing, from homelessness to homeownership. Our charge is to provide housing opportunities, promote self-sufficiency, and strengthen communities, in order to build an Indiana with a sustainable quality of life for all Hoosiers in the community of their choice. To learn more about IHCDA visit us at: www.in.gov/ihcda.
Role Overview:
The Energy & Utility Programs Customer Service Representative participates in fulfilling the IHCDA mission and meeting strategic and annual IHCDA operational and program goals by ensuring all customer requests, inquiries and complaints regarding programs within the Energy & Utility Programs department are adequately addressed and tracked.
Salary Statement:
The salary range is $47,500 to $57,500 and is commensurate with education and experience.
Evaluation of Performance:
Performance will be evaluated based on achieving key outcomes described in this job description, including specific goals, deadlines, and other quality indicators; working effectively in a team environment; interacting positively with partners; demonstrating customer service; and working efficiently and effectively within required specifications, policies, and standards established by IHCDA and its associated governing entities.
Key Outcomes Expected:
Customer Service Strategy
Perform frontline customer care for all program client inquiries within the Division of Energy & Utility Programs.
Maintain and continuously improve departmental communications strategies and policies to best serve customers and support IHCDA program operations.
Learn and keep up to date on the pertinent details of all departmental programs and apply those program rules and policies to customer service processes, as applicable.
Identify and implement customer care best practices across the department.
Communicate with subrecipients on processes regarding IHCDA customer service communication and referral.
Client Customer Service
Work closely with department staff and other stakeholders to develop an efficient process for addressing all client inquiries and complaints.
Respond to client inquiries within 48 hours via mail, email, virtually, or by phone.
De-escalate, address, and monitor client complaints through resolution.
Work with multiple stakeholders to solve complex client issues.
Communicate with IHCDA front desk, Marketing, program accounting, and other staff to ensure all CP client issues are resolved.
Communicate with department leadership, IHCDA leadership, state leaders, federal program officers, and subrecipients regarding the status of elevated client issues.
Ensure any client issues that must be addressed by another IHCDA team member or subrecipients get resolved in a timely manner.
Update and develop Standard Operating Procedures (SOP)s for your job duties as needed.
Maintain an internal FAQ for each program.
Tracking and Reporting
Independently track and monitor the completion of client communications.
Identify, track, and resolve escalated client issues, working with your supervisor, department Director, and IHCDA Legal department, as needed.
Track complaints about IHCDA subrecipients, report issues in aggregate to departmental leadership, and collaborate on how to address the issues.
Communicate with department staff about common issues and collaborate to find policy or training solutions to commonly asked questions.
Develop and analyze metrics about client inquiries and present results to the team.
Identify opportunities within the new software build that will streamline the application process for clients.
General
Meet regularly with your supervisor.
Maintain training / professional development in your field including topics such as de-escalation tactics, mental health first aid, trauma-informed care, etc.
Attend and participate in departmental meetings.
Maintain the subrecipient agency and staffing contact information list
Actively participate in the review of policy documents and manuals for programs within the department.
Contribute to the success of all Community Programs division and IHCDA as a whole as needed.
Critical skills, knowledge, and behaviors:
Interpersonal Communication
Highly collaborative style, works well with a variety of individuals with diverse backgrounds, education, and economic levels.
Demonstrates exceptional customer service orientation.
Builds sustainable relationships of trust through open and interactive communication.
Able to maintain confidentiality of client, subrecipient, and IHCDA information.
Able to de-escalate and diffuse a heated voice or email conversation.
Exhibits a proactive communication style, alerting supervisors to potential issues before problems arise.
Accomplishment Oriented
Performs responsibilities efficiently and effectively.
Able to prioritize and organize to meet deadlines and adhere to task and project timelines.
Strong attention to detail and follow-through.
Entrepreneurial Mindset
Able to learn quickly and apply new knowledge to existing frameworks.
Demonstrates a high level of problem-solving ability; thinks logically and analytically.
Practices continuous improvement in all work activities.
Excels at juggling multiple requests under time and resource pressures, while remaining flexible to changing circumstances.
Skill/Ability
Utilizes active listening skills and professionalism when engaging the public.
Demonstrates proficient writing and editing skills.
Demonstrates business-related computer skills including Microsoft Word, PowerPoint, Excel, Teams, Outlook and Internet usage (e-mail).
Education & Experience:
Required: Excellent at communicating over the phone and via email.
Preferred: Bachelor's Degree in a relevant field (preferred but not limited to social work, psychology, sociology, public administration, or business). Minimum 6 years relevant (full-time, professional) work experience may be substituted for a degree
Preferred: Crisis response experience (i.e. client intake or social service front desk or call center)
Preferred: At least 2 years work experience in any of the following fields: customer support, client services, care coordination, direct client services, service agency front desk support, resource and referral, client navigation or intake, or related field.
Preferred: Certification or documented training in de-escalation, trauma-informed care, mental health first aid, or similar.
Work environment and physical demands:
Work is performed primarily in an office environment.
Must be able to work proficiently with computers and other office equipment.
A Day in the Life:
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:
Able to perform essential functions with or without reasonable accommodation.
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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