Constituent Services Associate

Position Summary

The purpose and mission of the Department of Business & Neighborhood Services (DBNS) is to protect and improve the quality of life of persons and animals in the City of Indianapolis. DBNS is the City of Indianapolis and Marion County’s principal department responsible for business licenses, residential and commercial permits, and the enforcement of the Revised Code of Ordinances of the Consolidated City and County. The department also oversees operations at the city’s animal shelter, Indianapolis Animal Care Services. DBNS is able to do this by cultivating a productive, collaborative, and compliant work environment in order for our workforce to meet the needs of the constituents of Indianapolis and Marion County.

Job Summary

The Constituent Services Associate (CSA) is the customer’s first point of contact when visiting the Department of Business & Neighborhood Services Lobby. This position is responsible for managing all initial in-person customer inquiries received and will communicate and coordinate with internal sections and external customers via telephone and email daily. The CSA performs some information/form intake, as well as proper cash-handling procedures for customer payments. This position is also responsible for records processing and management, including researching and resolving public records requests. This function is essential to maintaining accurate records and supporting the work of the entire department.

Equal Employment Opportunity

The City of Indianapolis Marion County is an equal opportunity employer. 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.

Position Responsibilities

Provides excellent customer service to all members of the public via telephone, email, and in-person in the DBNS Lobby.Assists members of the public with scheduling appointments to process licenses applications, permit requests, and more through a scheduling application.Utilizes an information repository to answer questions and share information about DBNS processes, resources, and points of contact to members of the public. Processes payments of applications, licenses, violations, and any other payment types submitted via drop-off and delivery service.Researches, compiles, and resolves public records requests, and interacts with the public on these requests as needed.Sorts, prepares, scans, and indexes records received by all sections of the department.Coordinates with RICOH and organizes all incoming mail for the department for section pick-up.Ensures that microfilmed files are kept and maintained in an orderly fashion. Resolves internal requests for records and/or special scanning projects.Assists in the training of new Constituent Service Associates.

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

Qualifications

High School Diploma or GED and at least two (2) years of work experience in a position that required expertise in customer service, conflict management, public administration and/or interpretation and application of technical content. Any combination of education and/or related work experience totaling two (2) years is acceptable.

Preferred Job Requirements

Bilingual or multilingual Prior knowledge of records retention policies. Prior knowledge of FileNet, Accela, UScan, and Kofax Capture software.