BMV Lead Customer Service Representative

State of Indiana•Princeton, IN

4d•Onsite

About The Position

The BMV Lead Customer Service Representative is a frontline customer service role at the Princeton, Indiana, BMV Branch Office. The position provides timely and accurate service to Hoosiers by handling a broad range of BMV needs, conducting customer transactions, answering questions, and providing guidance. The role also supports branch operations and staff, including auditing transactions, interpreting BMV policies and procedures, and training and mentoring customer service representatives. The position may be used in a supervisory capacity based on agency needs. Branch hours are Monday through Friday, 9:00 a.m. to 5:00 p.m.; the branch is closed Saturday and Sunday. The role may require travel up to 20 percent of the time to branch locations, training, or branch-related community activities.

Requirements

High School Diploma or High School Equivalent (HSE).
Customer service or related experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.
Top-notch communication skills.
Strong critical-thinking and troubleshooting abilities.
Ability to process cash and card transactions.
Ability to manage people and experience managing people or teams.
Ability to successfully address customer concerns.
Ability to identify problems and recommend creative solutions.
Good judgment.
Ability to apply fundamental cash management and accounting principles.
Proficient computer skills, including working knowledge of Microsoft Word, Microsoft Excel, and email systems.
Ability to multitask 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.

Responsibilities

Conduct customer transactions using job knowledge.
Answer customer questions and provide guidance.
Assist with daily branch opening and closing procedures.
Check transactions for accuracy, timeliness, and proper accounting.
Work with leadership to resolve escalated customer concerns and system problems.
File applications as they are completed throughout the day.
Audit and quality-check CSR transactions for accuracy, timeliness, and proper accounting.
Clarify, support, and guide branch staff in interpreting and implementing BMV policies and procedures.
Communicate equipment failures requiring service through the proper chain of command.
Train, develop, and mentor CSRs.
Provide relief and support to frontline operations and process customer transactions to maintain proper customer flow.

Benefits

Three medical plan options, including prescription coverage, and vision and dental plans.
Wellness Rewards Program with gift card rewards for completing wellness activities.
Health savings account with bi-weekly state contributions.
Deferred compensation 457(b) account with employer match.
Two fully funded pension plan options.
Paid New Parent Leave and paid Childbirth Recovery Leave for eligible mothers.
Paid community service leave.
Combined paid vacation, personal, and sick leave.
Paid holidays.
Education Reimbursement Program.
Group life insurance.
Referral Bonus program.
Employee assistance program with covered behavioral health visits.
Eligibility as a qualified employer for the Public Service Loan Forgiveness Program.
Free parking for most positions.
Free LinkedIn Learning access.