BMV Lead Customer Service Representative

BMV Lead Customer Service Representative 2

Location:

Kendallville, IN, US, 46755

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.

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 pm Saturday
- 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.

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.

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 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…