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Customer Representative Associate II - Bureau of Motor Vehicle

Customer Representative Associate II - Bureau of Motor Vehicle

State of MaineUSA, Maine, Augusta
3 days ago
Job type
  • Full-time
  • Part-time
Job description

If you are a current State of Maine employee, you must complete your application through the internal application process (Find Jobs Report). Please apply using your PRISM account. If you are on Seasonal Leave and do not have access to PRISM, contact your local Human Resources representative for application information.

Department : Secretary of State - Customer Representative Associate II -BMV

Location : Augusta

Schedule : Monday - Friday 8am to 5pm

Job Class & Grade : 6598, 13

Salary : $17.30 - 24.91

Closing Date : December 3, 2025

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 excellent 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 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 Bureau of Motor Vehicles is seeking self-motivated candidates to fill the Customer Representative Associate II position in the Medical Review Unit of Driver License Services. As a member of our team, you will play a vital role in determining the physical, emotional and mental competence of persons who operate motor vehicles in compliance with established rules and standards used by the Secretary of State in processing approximately 45,000 medical reviews annually as well as approximately 7,000 vision forms annually. This position works under the direct supervision of the Medical Clerk IV

What We're Looking For :

  • Customer Service Excellence : Demonstrated ability to provide courteous, accurate, and efficient service in a fast-paced setting with a diverse public.
  • High Volume Readiness : Comfortable handling large numbers of customer interactions per day while maintaining composure and professionalism.
  • Team Collaboration : Work effectively within a team, supporting shared goals and contributing to a respectful, productive workplace.
  • Adaptability : Adjust quickly to new procedures, policies, and technologies as agency needs evolve.
  • Attention to Detail : A focus on accuracy and thoroughness in completing tasks and managing responsibilities. Confidently make informed decisions and stay solution-focused while managing multiple priorities without sacrificing accuracy or customer satisfaction.
  • Clear Communication : Strong verbal and written communication skills to explain complex rules and processes in a way that is easy for the public to understand.
  • Problem-Solving : Identify and resolve issues efficiently while maintaining a calm and helpful demeanor.
  • Professionalism : Consistently represent the Department with respect, integrity, and accountability.

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

  • Review, enter and process CR-24's, driver medical evaluation form and MVE-103 eye forms received from branch offices, physicians' offices, mobile units and customers and ensures forms are completed prior to scanning.
  • Coordinate approved customer services and initiate requests for missing medical documents / information to provide all customers with the services necessary to obtain valid credentials and provide great customer service.
  • Schedule medical supervisor exams in accordance with Functional Ability Profile (FAP) Guidelines and sends out notices accordingly.
  • Create / rescind / restore suspensions and cancel driver licenses in accordance with laws, rules and regulations and sends out notifications to applicant / customer as appropriate.
  • Present routine information to members of the public, physicians, and eye care providers within the medical community.
  • Enter test results from the Driver License Supervisors exams and make appropriate additions and deletions to driving credentials.
  • Provide customer service to the public by providing routine explanations of requirements as it relates to the medical review process and answering routine questions.
  • Match paperwork with existing files.
  • Process offline credentials once required materials are received.
  • Scan and verify accurate medical info is applied to the correct record.

    • 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 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 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.

    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 ($11,196.96 - $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 Terri.Kanaris@Maine.gov

    Application 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 207-441-9993.

    Submit paper applications, cover letter, and resume before the closing date to :

    Office of Human Resources

    Secretary of State, Office of Human Resources

    101 Hospital Street

    Augusta, ME 04330

    We 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.

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