Customer Service Representative
Date Posted: Nov 12, 2026
Requisition ID: 486823
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 Professional Licensing Agency:
The Indiana Professional Licensing Agency (PLA) is responsible for licensing and regulating 40 different professions as set in statute by the Indiana General Assembly.
PLA strives to ensure Hoosiers have access to robust, safe, and reliable professional services by providing licensure to professionals in a fair and efficient manner. PLA's mission is to ensure Hoosiers have access to a robust, safe, and reliable professional workforce.
Role Overview:
The fundamental purpose of the position is to provide exemplary customer services to Indiana's professional and healthcare workforce by assisting and guiding them through the examination, licensure, certification, and application process. The incumbent provides front-line customer services in order to improve the overall efficiency of the Indiana Professional Licensure Agency.
Salary:
The salary for this position traditionally starts at $29,588.00 but may be commensurate with education and work experience. Use our Compensation Calculator (https://in.accessgov.com/spd/Forms/Page/spd/compensation-calculator/0) to view the total compensation package.
A Day in the Life:
The essential functions of this role are as follows:
Provide courteous, timely, and accurate frontline customer service transactions and information.
Greet customers and provides guidance, information, and direction to customer inquiries in a polite and courteous manner.
Assist customers with selection of the correct or needed products or services and conducts the related sale transactions.
Prepare and sort incoming and outgoing mail and packages.
Answer incoming calls, screens caller regarding the purpose of the call, and/or transfers to appropriate staff member or department.
Track customer transactions and inquiries and may generate reports for management.
Escalate complex or high-profile customer inquiries to supervisor for review and evaluation.
Research information in order to provide answers to customer inquiries.
The job description 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.
What You'll Need for Success:
Individuals in this role should minimally be able to articulate or demonstrate the following:
Basic knowledge of agency policies, programs and procedures in order to effectively respond and provide information to customers.
Ability to interact and verbally communicate well with a variety of employees and customers, both on a one-on-one basis and in groups.
Ability to present information to clients, customers and employees.
Ability to write routine reports and operational correspondence.
Ability to read and follow general policies and procedures.
Ability to rationalize customer concerns.
Ability to think logically in order to troubleshoot, analyze situations and make sound decisions.
Ability to process cash and credit card transactions, use a cash register, count money, and make change.
Ability to address customer complaints and conflicts in a professional and decisive manner.
Ability to manage a multi-line phone during peak hours while maintaining a professional demeanor.
Ability to effectively communicate both orally and in writing.
Ability to handle sensitive matters and remain calm and professional with irate customers.
Ability to identify information for the purpose of tracking customer inquiries.
A degree is not required. However, a High School Diploma or High School Equivalent (HSA) is required.
Individuals should have the ability 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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