Customer Representative Associate II - Bureau of Motor Vehicles

Secretary of State; Augusta (ME); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Health insurance coverage

Retirement plan contribution

Paid holidays and vacation leave

Parental leave

Job summary

The State of Maine Department of the Secretary of State, Exams – Driver License Services in Augusta, is seeking a Customer Representative Associate II to provide frontline service across phone, email, and in-person inquiries.

You will review applications, schedule and process exams, verify documentation, and support 13 branch offices while adhering to Maine and FMCSA regulations. The role emphasizes accuracy, customer focus, and teamwork in a fast-paced environment.

Qualifications

• Minimum qualifications include training, education, or experience in office and administrative support demonstrating competency in customer service and handling applications, fees, examinations, or services with compliance requirements.
• Ability to use independent decision-making per standard procedures.
• Applicants must be authorized to work in the United States.
• Not eligible for visa sponsorship or STEM OPT extensions and will complete an I-9 form on hire.

Responsibilities

• Provide customer service via phone, email, and in person, 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.

Skills

Team Collaboration

Communication Skills

Adaptability

Problem-Solving

Attention to Detail

Professionalism

Emotional Intelligence

Conflict Resolution

Time Management

Commitment to Excellence

Continuous Improvement

Job description

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.

Position: Customer Representative Associate II Department: Secretary of State - Bureau of Motor Vehicles Division: Exams – Driver License Services Location: Augusta, Maine Schedule: Monday – Friday, 8:00 am – 5:00 pm Job Class: 6598 Grade: 13 Salary: $18.08 - $26.03 Closing Date: November 17, 2026

All new hires start at Step 1

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 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 person—including 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.

Preference will be given to candidates who bring digital fluency and a process-improvement mindset: Comfort learning and adopting new technologies, experience streamlining or digitizing paper-based work, clear written communication, curiosity about emerging workplace tools, and the judgment to evaluate and verify their output before relying on it.

Additional Competencies:

• 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:

• 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?

• 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 ($12,213.69 - $14,790.59 annual value), depending on salary. Use this chart to find Premium Rates 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 ($365.28 annual value).
• Retirement Plan: The State contributes the equivalent of 14.06% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS).
• Gym Membership Reimbursement: Improve overall health with regular exercise and receive up to $40 per month to offset this expense.
• Health and Dependent Care Flexible Spending Accounts: Set aside money pre-tax to help pay for out-of-pocket health care expenses and/or daycare expenses.
• Public Service Student Loan Forgiveness: The State of Maine is a qualified employer for this federal program. For more information, visit the Federal Student Aid office.
• Living Resources Program: Navigate challenging work and life situations with our employee assistance program.
• Parental leave is one of the most important benefits for any working parent. All employees who are welcoming a child—including non-birthing and adoptive parents—receive six weeks of fully paid parental leave.
• Additional unpaid leave may also be available, under the Family and Medical Leave Act.
• Voluntary Deferred Compensation: Save additional pre-tax funds for retirement in a MaineSaves 457(b) account through payroll deductions.

We are an Equal Opportunity Employer committed to building an inclusive workplace that respects and values diversity across all backgrounds.