BMV Lead Customer Service Representative

BMV Lead Customer Service Representative

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 Bureau of Motor Vehicles has been named one of Indiana's 2023 Top Workplaces by its employees. The BMV's mission is to serve all Hoosiers by providing best-in-class driver and vehicle services in a timely and accurate manner while ensuring security and transparency. The BMV team works throughout the state of Indiana and is dedicated to fostering an environment where we: Invest in our employees Engage our customers Provide sustainable systems Embrace product innovation

Role Overview

Customer Service Representatives function as the frontline contact for the Bureau of Motor Vehicles. In this role you'll provide timely and accurate customer service. Utilizing good communication skills, computer skills, and on-the-job training you will help assist millions of Hoosiers with their broad scope of BMV needs. Being a Lead CSR will include some additional duties. This positions serves in the Central BMV Offices at the Indiana Government Center in Indianapolis, Indiana.

A Day in the Life

The essential functions of this role are: Use your job knowledge to conduct customer transactions. Answer customer's questions and provide guidance. Assist with the daily opening and closing of the branch. Check transactions to ensure accuracy, timeliness, and proper accounting. Work with leadership to resolve escalated customer concerns and system problems. File applications as completed throughout the day. Assist with daily opening and closing procedures. Audit and quality check all CSR transactions to ensure accuracy, timeliness, and proper accounting. Clarify, support, and provide guidance to branch staff in the interpretation and implementation of BMV policies and procedures. Communicate to the proper chain of command any equipment failures requiring service. Ensure training, development, and mentoring of CSRs.

What You'll Need for Success

Individuals in this role should minimally be able to articulate or demonstrate the following: Top-notch communication skills. A high level of critical thinking and the ability to troubleshoot. Ability to process cash and card transactions. Provide relief and support to frontline operations and process customer transactions to maintain proper customer flow. Ability to manage people, experienced in managing people/teams. Ability to successfully address customer concerns. Ability to identify problems and recommend creative solutions. Ability to utilize good judgement. Ability to apply fundamental cash management and accounting principles. Proficient computer skills, including working knowledge of Microsoft Word, Microsoft Excel, and e-mail systems. Ability to multi-task in a fast-paced environment. Ability to travel up to 20 percent of the time to branch locations, training, or branch-related community activities. Ability to perform essential functions with or without reasonable accommodation. A degree is not required. However, a High School Diploma or High School Equivalent (HSE) is required, and customer service or related experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.

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 benefits package for full-time employees that 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 in 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.