BMV Lead Customer Service Representative 2

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 Bureau of Motor Vehicles (BMV):The Bureau of Motor Vehicles delivers exceptional, customer focused services built on choice, innovation, and genuine care. We strive to be a trusted partner to every Hoosier by investing in our people, fostering growth, and developing future leaders who drive excellence and a strong culture of service. Role Overview:The Customer Service Representative 2 is charged with administering and evaluating driving exams as well as assisting customers with titles and registrations. In this role you will evaluate customer’s knowledge and ability to adhere to traffic laws in a calm and patient manner. When you are not facilitating these exams, you will be at the frontline, processing transactions for customers. This position will serve at the Kendallville, Indiana, BMV branch office. Branch hours are:Monday - Friday: 9:00 am - 5:00 pmSaturday - Sunday: Closed Salary:The salary for this position traditionally starts at $31,668.00 ($16.24 hourly) but may be commensurate with education or work experience. Use our Compensation Calculator to view the total compensation package. A Day in the Life: The essential functions of this role are:Administer skills tests and evaluate driving skills.Assist customers with vehicle/watercraft titles and registration needs.Maintain compliance with all laws of the State of Indiana relative to the operations, licensure, and registration of personal motor vehicles.Attend training classes and/or take certification tests as required.Maintain privacy of customers and all related records.Substitute for Customer Service Representatives as needed.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. 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. What You'll Need for Success: Required:High school diploma or equivalent.Must be 21 years of age or older.Must possess a valid State of Indiana driver's license for at least the preceding 12-month period.Free from at-fault motor vehicle accidents that have resulted in death or serious bodily injury. Additional qualifications:Ability to relate tactfully, but decisively to all types of people and situations which may require a calm disposition, alertness, quick reflexes, and patience.Ability to travel up to 20 percent of the time to branch locations, training, or branch-related community activities.Must be familiar with the operations of all types of motor vehicles.Working knowledge of Indiana driving laws.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 judgment.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 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 plansWellness Rewards Program: Complete wellness activities to earn gift card rewardsHealth savings account, which includes bi-weekly state contributionDeferred compensation 457(b) account (similar to 401(k) plan) with employer matchTwo (2) fully-funded pension plan optionsA 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 mothersUp to 15 hours of paid community service leaveCombined 180 hours of paid vacation, personal, and sick leave time off12 paid holidays, 14 in election yearsEducation Reimbursement ProgramGroup life insuranceReferral Bonus programEmployee assistance program that allows for covered behavioral health visitsQualified employer for the Public Service Loan Forgiveness ProgramFree Parking for most positionsFree 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 View email address on click.appcast.io.