Indy Gov MAC- Customer Service Rep in Indianapolis, Indiana

MAC- Customer Service Rep



MAC- Customer Service Rep


$13.00 Hourly


City County Building, IN

Job Type

Full Time


Office of the Mayor

Job Number


  • Description

  • Benefits

  • Questions

Position Summary

Position is responsible for answering internal and external customer communication in a positive and professional manner. The CSR I's are responsible for receiving, evaluating, and escalating requests, compliments, and complaints for the Mayor's Action Center and other related Departments. CSR I's are also responsible for serving as city/county building switchboard operators. Additionally, they must utilize the established systems to create and maintain request records. The MAC CSR I may occasionally attend neighborhood meetings, Mayor's Night Out meetings, and participate in other projects. The MAC CSR I's work schedule could vary during emergency circumstances such as natural and man-made disasters.

Position Responsibilities

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.

Resolves 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 escalating requests, as necessary. This includes evaluating caller complaints/requests for escalation on matters related to public safety.

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.


High school diploma or GED is required. Customer service experience is required and call center experience is preferred. Knowledge of City/County Government operations/services is preferred. Excellent verbal and written communications skills. Dependable and reliable attendance. Strong organizational skills. Ability to learn quickly and be able to apply the learned knowledge to the job. Good analytical skills enabling problem solving. Must be able to multitask while interacting with customers and keep a positive attitude. Ability to interpret information and to clearly and concisely verbalize that information. Must be able to effectively interact with customers in all situations, displaying empathy and the ability to manage the phone conversation. Must have a professional demeanor both in the office and in dealing with the customers. The CSR I must quickly learn the services offered by City/County agencies to accurately answer questions and explain or clarify rules and regulations. This position requires that you adhere to all department policies and procedures. CSR I will have to withstand high volumes of calls. Must have good PC skills and multi-task navigation abilities with the ability to learn and fluently operate a computer system. Must pass typing test at 40wpm.