BMV Lead Customer Service Representative
Date Posted: Dec 24, 2025
Requisition ID: 469883
Location:
Madison, IN, US, 47250
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.
About the Bureau of Motor Vehicles (BMV) :
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
Role Overview :
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.
Salary :
The salary for this position traditionally starts at $31,668.00.
A Day in the Life:
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.
What You'll Need for Success:
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.
Supervisory Responsibilities/Direct Reports:
This role may be utilized in a supervisory capacity based on agency needs.
Benefits of Employment with the State of Indiana:
The State of Indiana offers a comprehensive benefit package for full-time employees which includes:
Three (3) medical plan options (including RX coverage) as well as vision and dental plans
Wellness Rewards Program: Complete wellness activities to earn gift card rewards
Health savings account, which includes bi-weekly state contribution
Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
Two (2) fully-funded pension plan options
A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
Up to 15 hours of paid community service leave
Combined 180 hours of paid vacation, personal, and sick leave time off
12 paid holidays, 14 on election years
Education Reimbursement Program
Group life insurance
Referral Bonus program
Employee assistance program that allows for covered behavioral health visits
Qualified employer for the Public Service Loan Forgiveness Program
Free Parking for most positions
Free LinkedIn Learning access
Equal Employment Opportunity:
The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.
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