Customer Representative Associate II / Bureau of Motor Vehicles / Anticipated Vacacny

If you are a current State of Maine employee, please submit your application through the internal application process using the Find Jobs report in PRISM. Seasonal employees who do not have PRISM access should apply through the State’s career page and indicate on the application that they have previously worked for the State..Department: Secretary of State /Bureau of Motor VehiclesDivision: Contact CenterLocation: AugustaSchedule: Monday – Friday, 8:00 a.m. - 5:00 p.m.Grade: 13Salary: $17.30 - $24.91Closing Date: June 26, 2026Join 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.Are you ready to make a difference?We are looking for dedicated and collaborative individuals who thrive in a dynamic, growth-focused environment. If you are passionate about making a difference, driving success, and being part of a positive team culture, we want you on our team.About the Position:The Customer Representative Associate II position in the Maine Bureau of Motor Vehicles (BMV) Contact Center supports daily contact center operations by responding to a high volume of inbound calls, providing accurate information to Maine residents seeking assistance with motor vehicle, driver licensing and related services.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, strong and professional communication with the public, attorneys, law enforcement, and internal teams.Adaptability: Comfort in a fast-paced environment with frequent interruptions and changing priorities.Problem-Solving: Critical thinking to resolve complex eligibility, compliance, or restoration issues.Attention to Detail: High level of accuracy in reviewing legal and court documents and processing transactions.Professionalism: Ability to handle sensitive information with discretion and respect.Key Competencies We Value:Emotional Intelligence: Empathy, professionalism, and accountability in customer and team interactions.Conflict Resolution & Feedback: Skill in navigating difficult calls and providing accurate information with tact.Time Management: Effective organization of daily responsibilities while managing a high call volume.Commitment to Excellence: Strong work ethic and attention to statutory deadlines.Continuous Improvement: Openness to process enhancements and feedback.In this role, you will:Answer inbound calls in a high-volume contact center environment to assist customers with general motor vehicle and driver licensing questions.Acts as a subject matter resource for branch office personnel, responding to requests for assistance, answering procedural questions, and helping resolve customer service issues to support efficient branch operations and service delivery.Provide accurate, timely information and appropriately transfer to the correct department or subject matter specialist.Respond to customer inquiries in a professional, courteous, and service-oriented manner in alignment with BMV customer service standards.Collaborate with other BMV units (Licensing, Titles, Registrations, and Compliance) to help resolve customer issues and ensure follow-up when needed.Identify trends in customer inquiries and communicate recurring issues to supervisors or leadership.Maintain confidentiality and ensure compliance with state and BMV policies when handling customer and driver information.Participate in quality assurance or coaching activities to continuously improve customer service and team performance.Work in a fast-paced, dynamic environment and adapt to changing priorities, workloads, and operational needs.Adopt new technologiesMaintain a dependable work schedule, communicate availability proactively, and support operational needs through effective time management, flexibility, and reliability.Preference will be given to candidates who have:Experience working in a government, motor vehicle, licensing, or regulatory environment is considered an asset but is not required for this position.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 leaves 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 ($11,196.96 - $12,514.32 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 ($387.62 annual value).Retirement Plan: The State contributes the equivalent of 14.11% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS).Contact information:Questions about this position should be directed to Terri Kanaris Talent Acquisitions Specialist, via email View email address on click.appcast.io Instructions:To apply, click “Apply for this opening” and upload your cover letter, resume, and any relevant transcripts or certifications. Your resume must include month/year for each position and list related duties and responsibilities. Please note if any experience was part-time.Need a paper application? Download one [ HERE ] or call View phone number on click.appcast.io.Submit paper applications, cover letter, and resume before the closing date to:Office of Human ResourcesSecretary of State, Office of Human Resources101 Hospital StreetAugusta, ME 04330Fax: 207-624-9313We are an Equal Opportunity Employer committed to building an inclusive workplace that respects and values diversity across all background.If you are unable to complete the online application, please contact the Human Resources representative listed on the job opening you are interested in applying for. They will work with you for an alternative method of submitting. #J-18808-Ljbffr