Customer Representative Associate II - Bureau of Motor Vehicles

maine; Augusta (ME); On-site; USD 24,000 - 34,000; Full time

Job summary

Department of the Secretary of State in Augusta, Maine, is seeking a Customer Representative Associate II to assist with driver license services, exams, and scheduling across 13 branch offices. This role emphasizes accuracy, regulatory compliance, and strong customer service in a fast-paced environment.

The position supports public inquiries by phone, email, and in person, ensuring timely processing and adherence to FMCSA standards.

Qualifications

• Training, education, or experience in office and administrative support work that

Responsibilities

• Provide customer service via phone, email, and in person.
• Review and process applications, verify documentation, and ensure compliance.
• Schedule, reschedule, and cancel exams with accurate records.
• Perform daily CDLIS checks and verify FMCSA medical standards.
• Communicate with driving schools and support branch operations.
• Interpret and apply policies to real-world scenarios.

Skills

Team Collaboration

Communication Skills

Adaptability

Problem-Solving

Attention to Detail

Professionalism

Job description

Position: Customer Representative Associate II

Department: Secretary of State - Bureau of Motor Vehicles

Division: Exams - Driver License Services

Location: Augusta, Maine

Schedule: Monday - Friday

Job Class: 6598

Grade: 13

Salary: $17.30 - $24.91

Closing Date: October 7, 2026

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.

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.

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.

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