Customer Service Team Lead — Frontline Ops

State of Indiana; New Albany (IN); On-site; USD 31,000 - 38,000; Full time

Benefits offered by this job

Three medical plan options

Wellness Rewards Program

Health savings account

Education Reimbursement Program

Two fully-funded pension plans

Paid leave policies

Free Parking

LinkedIn Learning access

Job summary

State of Indiana’s New Albany BMV branch seeks an entry-level Team Leader to oversee frontline customer service and mentor Customer Service Representatives. You will support scheduling, assign tasks, and help with opening and closing procedures while ensuring courteous service and adherence to policies.

The role emphasizes leadership development, collaboration with the Assistant Branch Manager, and daily focus on resolving escalated issues to improve customer experience across the branch.

Qualifications

• Ability to communicate with diverse employees and customers, both orally and in writing.
• Ability to manage people and teams effectively.
• Ability to address customer concerns professionally and efficiently.
• Ability to identify problems and suggest creative solutions.
• Ability to multi-task in a fast-paced environment.

Responsibilities

• Assist with scheduling for the branch.
• Assist with assigning and delegating tasks for Customer Service Representatives.
• Assist with opening and closing procedures.
• Assist leadership in resolving escalated customer complaints.
• Ensure frontline staff conduct work in a courteous, friendly, and respectful manner.
• Provide relief and support to frontline operations and process customer transactions.
• Monitor branch supplies and tracking of serialized items.
• Audit CSR transactions for accuracy, timeliness, and proper accounting.

Skills

People management

Customer service

Communication

Problem solving

Multi-tasking

Tools

Microsoft Word

Microsoft Excel

Email systems

Job description

State of Indiana’s New Albany BMV branch seeks an entry-level Team Leader to oversee frontline customer service and mentor Customer Service Representatives. You will support scheduling, assign tasks, and help with opening and closing procedures while ensuring courteous service and adherence to policies.

The role emphasizes leadership development, collaboration with the Assistant Branch Manager, and daily focus on resolving escalated issues to improve customer experience across the branch.