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Customer Representative Associate II / Bureau of Motor Vehicles / Anticipated Vacacny

State of Maine

Augusta, Maine

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JOB DETAILS
SALARY
$17.30–$24.91
SKILLS
Administrative Skills, Call Center Operations, Call Centers, Call Volume, Coaching, Communication Skills, Community and Social Services, Conflict Resolution, Continuous Improvement, Customer Support/Service, Detail Oriented, Driver's License, Law Enforcement, Leadership, Legal Documents, Licensing, Maintain Compliance, Operational Support, Operations, Quality Assurance, Resolve Customer Issues, Service Delivery, Team Player, Telephone Skills, Time Management, Transaction Processing/Management, Trend Analysis
LOCATION
Augusta, Maine
POSTED
5 days ago
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.
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Department: Secretary of State /Bureau of Motor Vehicles

Division: Contact Center
Location:Augusta
Schedule:Monday - Friday, 8:00 a.m. - 5:00 p.m.
Grade:13
Salary: $17.30 - $24.91

Closing Date: June 26, 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 dynamic, growth-focused environment. If you are passionate about making a difference, driving success, and being part of a positive team culture, we want you on our team.

About the Position:
The Customer Representative Associate II position in the Maine Bureau of Motor Vehicles (BMV) Contact Center supports daily contact center operations by responding to a high volume of inbound calls, providing accurate information to Maine residents seeking assistance with motor vehicle, driver licensing and related services.

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, strong and professional communication with the public, attorneys, law enforcement, and internal teams.
  • Adaptability: Comfort in a fast-paced environment with frequent interruptions and changing priorities.
  • Problem-Solving: Critical thinking to resolve complex eligibility, compliance, or restoration issues.
  • Attention to Detail: High level of accuracy in reviewing legal and court documents and processing transactions.
  • Professionalism: Ability to handle sensitive information with discretion and respect.

Key Competencies We Value:
  • Emotional Intelligence: Empathy, professionalism, and accountability in customer and team interactions.
  • Conflict Resolution & Feedback: Skill in navigating difficult calls and providing accurate information with tact.
  • Time Management: Effective organization of daily responsibilities while managing a high call volume.
  • Commitment to Excellence: Strong work ethic and attention to statutory deadlines.
  • Continuous Improvement: Openness to process enhancements and feedback.

In this role, you will:
  • Answer inbound calls in a high-volume contact center environment to assist customers with general motor vehicle and driver licensing questions.
  • Acts as a subject matter resource for branch office personnel, responding to requests for assistance, answering procedural questions, and helping resolve customer service issues to support efficient branch operations and service delivery.
  • Provide accurate, timely information and appropriately transfer to the correct department or subject matter specialist.
  • Respond to customer inquiries in a professional, courteous, and service-oriented manner in alignment with BMV customer service standards.
  • Collaborate with other BMV units (Licensing, Titles, Registrations, and Compliance) to help resolve customer issues and ensure follow-up when needed.
  • Identify trends in customer inquiries and communicate recurring issues to supervisors or leadership.
  • Maintain confidentiality and ensure compliance with state and BMV policies when handling customer and driver information.
  • Participate in quality assurance or coaching activities to continuously improve customer service and team performance.
  • Work in a fast-paced, dynamic environment and adapt to changing priorities, workloads, and operational needs.
  • Adopt new technologies
  • Maintain a dependable work schedule, communicate availability proactively, and support ope

About the Company

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State of Maine