Customer Representative Associate II MV

maine; Augusta (ME); On-site; USD 26,000 - 37,000; Full time

Job summary

The Department of the Secretary of State’s Bureau of Motor Vehicles is seeking a Customer Representative Associate II MV in Augusta, Maine. You will handle title-related inquiries via phone, email, and in person, process mail, verify records, and manage revenue with accuracy.

This role requires learning Title 29-A laws and using independent judgment on exceptions. Ideal candidates will excel in fast-paced, customer-focused settings, communicate clearly, and maintain professionalism under

Qualifications

• Demonstrated ability to provide courteous, accurate, and efficient service in a fast-paced setting.
• Comfortable handling large numbers of customer interactions per day while maintaining composure and professionalism.
• Work effectively within a team, supporting shared goals and contributing to a respectful, productive workplace.
• Adjust quickly to new procedures, policies, and technologies as agency needs evolve.
• A focus on accuracy and thoroughness in completing tasks and managing responsibilities.
• Strong verbal and written communication skills to explain complex rules and processes clearly.
• Identify and resolve issues efficiently while maintaining a calm and helpful demeanor.
• Represent the Department with respect, integrity, and accountability.

Responsibilities

• Respond to written, telephone, and in-person customer inquiries from constituents, lien holders, and dealers.
• Opening, sorting, and distributing mail.
• Collect and reconcile revenue.
• Verify and update computer records.
• Organize, review, and maintain computer and manual files.
• Operate office equipment (printers, photocopier, fax, validator, and phones).

Skills

Customer service

High volume

Team collaboration

Adaptability

Attention to detail

Clear communication

Problem solving

Professionalism

Job description

Position: Customer Representative Associate II MV

Department: Secretary of State - Bureau of Motor Vehicles

Division: Titles Services

Location: Augusta, Maine

Schedule: Monday - Friday

Job Class: 6520

Grade: 14

Salary: $18.60 - $26.77 per hour

Closing Date: November 2, 2026

This position starts at Step 3 ($20.53 per hour).

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 MV position provides office and administrative support work to the Title Production Unit within the Bureau of Motor Vehicles. This customer service position provides a range of title services to customers primarily by telephone, e-mail, and in-person. These services include but are not limited to the initiation of requests for uncollected title fees, reviewing, and verifying documents when opening mail. Updating title records and producing letters. The work performed in this position is detailed-oriented, time-sensitive, and computer based. A candidate in this position will be required to learn Title 29-A laws, related policies, and procedures. This position will require the use of independent judgement in handling exceptions to established work assignments. The position will perform any other duties assigned by the unit supervisor.

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 :

• Respond to written, telephone, and in person customer inquiries from constituents, lien holders, and dealers.
• Opening, sorting, and distributing mail.
• Collect and reconcile revenue.
• Verify and update computer records.
• Organize, review, and maintain computer and manual files.
• Operate office equipment (i.e., printers, photocopier, fax, validator, and phones)

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.

Exercises sound independent judgment. Ensures accuracy in data verification and calculations. Communicates effectively in writing an