Customer Representative Specialist - MV Branch Augusta - Bureau of Motor Vehicles

State of Maine; Augusta (ME); On-site; USD 27,000 - 39,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Paid Holidays

Vacation Leave

Retirement Plan

Job summary

The Department of the Secretary of State - Bureau of Motor Vehicles in Augusta, ME seeks a Customer Representative Specialist to deliver front-line in-person and phone service for driver licenses, IDs, registrations, and related services.

You will handle high-volume transactions with accuracy and courtesy, verify documents, collect fees, and resolve inquiries. Join a team committed to service, integrity, and continuous improvement, with strong benefits and work-life balance.

Qualifications

• Experience in office and administrative support with strong customer service to assist the public with applications, fees, examinations or social services.
• Ability to use independent decision-making per standard procedures.
• Ability to deal effectively with customers and maintain composure in stressful situations.

Responsibilities

• Deliver exceptional customer service in person and by phone for motor vehicle services.
• Review and verify documentation for issuing driver's licenses, IDs, and vehicle registrations.
• Respond to inquiries regarding licensing laws, registration requirements, and BMV services.
• Accurately collect fees and process transactions; assist with address changes and records requests.
• Contribute to a team handling thousands of customer interactions monthly.

Skills

Customer service excellence

High-volume readiness

Team collaboration

Adaptability

Attention to detail

Clear communication

Problem solving

Professionalism

Job description

Position: Customer Representative Specialist Department: Secretary of State - Bureau of Motor Vehicles Division: Public Services Location: Augusta Schedule: Monday - Friday Job Class: 6604 Grade: 16 Salary: $19.60 - $28.25 Closing Date: November 9, 2026 This position starts at step 3 $21.68

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.

About the Position:

The Customer Representative Specialist at the Bureau of Motor Vehicles (BMV) plays a vital front-line role in delivering direct, in-person service to the public. This is a high-volume, customer-facing position where professionalism, patience, and attention to detail are essential. You will be responsible for processing a wide range of transactions such as driver's licenses, state ID cards, vehicle registrations, titles, and related services. This includes interacting with customers at the counter, over the phone answering questions, and resolve issues. Exceptional customer service is not only expected, but also essential in this role. You are often the first point of contact for the public, and how you communicate and resolve concerns directly impacts the experience of thousands of Maine residents each year.

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:

• Deliver exceptional customer service in person and by phone while assisting customers with motor vehicle services.
• Accurately review and verify documentation for issuing driver's licenses, IDs, and vehicle registrations as well as other BMV services.
• Respond to customer inquiries regarding licensing laws, registration requirements, and BMV services.
• Accurately collect fees and process transactions. Assist with requests for address changes, driving records, and processing disability placard applications.
• Contribute to a team that handles thousands of customer interactions monthly, ensuring each is handled with courtesy and care.

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.

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, and/or experience in office and administrative support work that demonstrates 1) proficiency 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; 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; 3) and the ability to deal effectively with customers and maintain composure in stressful customer-service situations.

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.