Customer Representative Associate II MV - Bureau of Motor Vehicles

MaineGuide

Augusta (ME)

On-site

USD 37,000 - 53,000

Full time

4 days ago

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Benefits offered by this job

13 paid holidays

Sick leave

Vacation leave

Health insurance

Dental insurance

Retirement plan (MainePERS)

Gym membership reimbursement

Flexible spending accounts

Student loan forgiveness

Parental leave

Deferred compensation

Job summary

The Department of the Secretary of State in Augusta, Maine, is seeking a Customer Representative Associate II MV to support the Title Production Unit. This role handles inquiries by phone, email, and in person, updates title records, and processes title-related tasks in a fast-paced, detail-oriented environment.

You will learn Title 29-A laws and related procedures, exercise independent judgement on exceptions, and collaborate with a team to deliver accurate service while maintaining security

Qualifications

Solid knowledge of quality customer service in public-facing work.
Ability to use independent decision-making per standard procedures.
Experience applying Title 29-A laws and agency policies.

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

Teamwork

Adaptability

Attention to detail

Clear communication

Problem solving

Professionalism

Education

Office administration

Tools

BMV systems

Microsoft Word

Excel

Outlook

Internet applications

Job description

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 and verbally.
Completes detailed work accurately and efficiently.
Knowledge of office practices and Maine Motor Vehicle Statute Title 29-A.
Proficient in BMV systems.
Strong customer service and interpersonal skills.
Computer proficiency in Microsoft Word, Excel, Outlook, and Internet applications.

Minimum Qualifications:

(Entry level knowledges, skills, and/or abilities may be acquired through, BUTARENOTLIMITEDTO 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 and 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 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 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 adoptiveparents—receive six weeks of fully paid parental leave. Additional unpaid leave may also be available, under the Family and Medical Leave Act.