Resolution Specialist

Resolution Specialist

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. 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

As a Resolution Specialist, you will serve as a vital liaison between our customers and internal departments, ensuring that every inquiry is handled with care, clarity, and efficiency. This role is centered around case management, where you will be responsible for receiving, documenting, and routing customer service cases to the appropriate teams, while maintaining proactive communication with customers throughout the resolution process. You will engage with customers through both written and phone communication, providing timely updates, answering questions, and ensuring a seamless service experience. Your ability to track case progress, follow up on solutions, and close the loop with customers will be key to building trust and satisfaction. This position requires strong organizational skills, attention to detail, and a customer-first mindset. You'll work closely with cross-functional teams to resolve issues, identify trends, and contribute to continuous improvement in service delivery.

Location

This position is located in INDOT's Fort Wayne District.

Salary Statement

The salary for this position traditionally starts at $42,900.00, but may be commensurate with education or work experience.

A Day in the Life

The essential functions of this role are as follows :

• Research and compile information on specific aspects of the program such as procedures, needs, and policies.
• Answer customer questions about program policies and procedures.
• Establish, organize, and maintain current and historical files related to the program.
• Assist in the preparation of program reports, develop applications, prepare budget allocations, and / or purchasing of consultative services.
• Maintain, monitor, and order program assets.
• Assist supervisor in the development and planning of overall program and its role in the functioning of the agency.
• Schedule, prepare, and disseminate all program related training materials.

What You'll Need for Success

You must meet the following requirements to be considered for employment :

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 :

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.