Customer Representative Associate Ii / Bureau Of Motor Vehicles, Augusta

Join Our Team at the Department of the Secretary of State
At the Department of the Secretary of State, we are a team dedicated to providing efficient and exceptional service to our community.
We prioritize work-life balance and offer great benefits to support our team in achieving professional success while maintaining personal well-being.
Join a team that fosters a culture of teamwork, integrity, and continuous improvement, offering opportunities for growth and making a meaningful impact on the lives of our citizens.
We are looking for dedicated and collaborative individuals who thrive in a fast-paced, customer-focused environment.
If you are passionate about delivering outstanding public service, contributing to a high-performing team, and supporting the people of Maine every day, we want you on our team.
About the Position:
The Customer Representative Associate II plays a key role in processing over 50,000 annual driver examinations statewide and ensuring compliance with Maine and federal licensing regulations within the Exams Unit.
In this fast-paced, customer-focused position, you'll assist the public and 13 branch offices with exam scheduling, application processing, and regulatory requirements, including CDL and FMCSA standards.
Ideal candidates are detail-oriented, organized, and committed to delivering outstanding service while supporting the safe and efficient licensing of Maine's drivers.
What We're Looking For:
Team Collaboration: Ability to work effectively within a team, contributing to shared goals and helping others succeed.
Communication Skills: Clear and effective communication with colleagues, management, and stakeholders to ensure alignment and clarity.
Adaptability: Willingness and ability to adapt to changing priorities, processes, and technologies.
Problem-Solving: Strong critical thinking skills to identify issues and propose innovative solutions.
Attention to Detail: A focus on accuracy and thoroughness in completing tasks and managing responsibilities.
Professionalism: Maintain a positive and respectful work environment through thoughtful, courteous interactions.
Key Competencies We Value:
Emotional Intelligence: Empathetic, self-aware, and able to manage high-stress interactions with tact.
Conflict Resolution: Handle difficult or emotional customer situations with patience and effectiveness.
Time Management: Prioritize tasks and complete assignments accurately and on time.
Commitment to Excellence: Dedication to high-quality work, accuracy, and upholding public trust.
Continuous Improvement: A mindset focused on improving processes, learning new skills, and supporting team development.
In this role, you will:
Provide customer service via phone, email, and in personincluding handling inquiries and resolving concerns.
Review and process applications, verify documentation, and ensure regulatory compliance.
Schedule, reschedule, and cancel exams while maintaining accurate records.
Perform daily CDLIS checks and ensure medical certifications meet FMCSA requirements.
Communicate with driving schools and support internal branch operations.
Interpret and apply policies and procedures to real-world scenarios.
Preferences will be given to candidates who have:
Strong Communication Skills: Ability to provide excellent customer service over the phone, including clear articulation, active listening, and empathy.
Exceptional Multi-tasking Abilities: Comfortable handling multiple tasks or systems simultaneously while maintaining focus and attention to detail.
Adaptability and Flexibility: Open to change and able to shift priorities or duties quickly in a dynamic work environment.
Positive Attitude: Maintains a calm, professional demeanor under pressure and contributes to a supportive team environment.
Minimum Qualifications:
(Entry level knowledges, skills, and/or abilities may be acquired through, BUT ARE NOT LIMITED TO the following coursework/training and/or experience.)
Training, education, or experience in office and administrative support work that demonstrates
1) competency in applying a solid knowledge of the principles and practices of quality customer service to perform complex work in assisting the public with applications, fees, examinations, or social services that have an eligibility or compliance component; and
2) the ability to use independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.
All positions in this classification assume the qualifications of: Customer Representative Assistant I, Customer Representative Assistant II and Customer Representative Associate I.
Applicants must be authorized to work in the United States.
Please note that this position is not eligible for visa sponsorship or STEM OPT extensions, and successful candidates will be required to complete an I-9 form upon hire.
The successful candidate must pass a National Criminal Background check, which may include fingerprinting.
Why Join Our Team?
We believe in supporting our workforce's health and well-being with a valuable total compensation package, including:
Work-Life Fit: Take time for yourself with 13 paid holidays, 12 days of sick leave, and 3+ weeks of vacation leave annually.
Vacation leave accrual increases with years of service, and overtime-exempt employees receive personal leave.
Health Insurance Coverage: The State of Maine pays 85%-95% of employee-only premiums ($11,****** - $12,****** annual value), depending on salary.
Use this chart to find premium costs for you and your family, including the percentage of dependent coverage paid by the State.
Dental Insurance: The State of Maine pays 100% of employee-only dental premiums ($****** annual value).
Retirement Plan: The State contributes the equivalent of *****% of the employees' pay towards the Maine Public Employees Retirement System (MainePERS).