BMV Lead Customer Service Representative

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.

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

Customer Service Representative 2s are 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.

The salary for this position traditionally starts at $31,668.00.

The essential functions of this role are as follows:

• 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.

The ideal candidate in this role should have

• a High School Diploma.
• Must be 21 years of age or older.

Related certifications and coursework may be considered for education or experience.

• Must possess a valid State of Indiana driver's license for at least the preceding 12-month period.
• Customer service experience.
• 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.
• Able to perform essential functions with or without reasonable accommodation.

This role may be utilized in a supervisory capacity…