Frontline Service Team Lead — Coaching & Customer Care

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

Benefits offered by this job

Free Parking for most positions

Free LinkedIn Learning access

Education Reimbursement Program

Job summary

The State of Indiana is seeking a Team Leader at the Indianapolis, East BMV Branch to oversee frontline customer service operations and mentor Customer Service Representatives. Collaborate with the Assistant Branch Manager and Branch Manager on training, scheduling, and daily procedures to ensure smooth branch performance.

Typical hours and responsibilities include supporting opening/closing, handling escalated issues, and ensuring accurate cash handling and policy adherence, with travel up to

Qualifications

• Ability to communicate with diverse employees, customers, and groups, both orally and in writing.
• Ability to exhibit professionalism at all times.
• 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 judgement.
• 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 become proficient in the agency operating system .
• Ability to multi-task 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

• Assist with scheduling for the branch.
• Assist with assigning and delegating tasks for Customer Service Representatives.
• Assist with daily opening and closing procedures.
• Aid leadership in the resolution of escalated customer complaints
• Ensure all CSRs and frontline staff conduct work in a courteous, friendly, and respectful manner.
• Provide relief and support to frontline operations and process customer transactions to maintain proper customer flow.
• Monitor levels of BMV products and office supplies, while tracking branch serialized items.
• 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.
• Serve as the technical resource for STARS transactions.
• Assist associates with daily entry of time reporting.
• Communicate to the proper chain of command any equipment failures requiring service.
• Assist with completing daily financial records for all balances and deposits.
• Maintain agency goal for customer experience time.
• Ensure accuracy of customer transactions, reporting deposits, procedures, and tasks associated with the branch operation tasks.
• Ensure training, development, and mentoring of CSRs.

Skills

Communication

Professionalism

People management

Customer concerns handling

Problem solving

Judgement

Cash management

MS Word

MS Excel

Email systems

Agency operating system

Multitasking

Travel up to 20%

Accommodation awareness

Job description

The State of Indiana is seeking a Team Leader at the Indianapolis, East BMV Branch to oversee frontline customer service operations and mentor Customer Service Representatives. Collaborate with the Assistant Branch Manager and Branch Manager on training, scheduling, and daily procedures to ensure smooth branch performance.

Typical hours and responsibilities include supporting opening/closing, handling escalated issues, and ensuring accurate cash handling and policy adherence, with travel up to