Indiana Frontline Team Leader - People & Service Mentor

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

Benefits offered by this job

Medical plans

Pension plan

Paid leave

Education reimbursement

Free parking

LinkedIn Learning access

Job summary

The State of Indiana, Bureau of Motor Vehicles (BMV) at the New Elkhart branch is seeking a Team Leader to oversee frontline customer service operations. You will train, develop, and mentor Customer Service Representatives while partnering with the Assistant Branch Manager and Branch Manager to maintain high service standards.

Typical salary starts around 34,216.00, with commensurate consideration for education and experience.

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.

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
• Maintain agency standards for customer service.
• 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.

Skills

Communication

Professionalism

People management

Customer focus

Problem solving

Judgement

Cash handling

MS Word/Excel

Agency OS knowledge

Tools

Microsoft Word

Microsoft Excel

Email systems

Agency operating system

Job description

The State of Indiana, Bureau of Motor Vehicles (BMV) at the New Elkhart branch is seeking a Team Leader to oversee frontline customer service operations. You will train, develop, and mentor Customer Service Representatives while partnering with the Assistant Branch Manager and Branch Manager to maintain high service standards.

Typical salary starts around 34,216.00, with commensurate consideration for education and experience.