Customer Experience Specialist / Bureau of Motor Vehicles

State of Maine • Augusta, ME

3d • $17 - $24

About The Position

The Customer Experience Specialist position in the Maine Bureau of Motor Vehicles (BMV) Contact Center supports daily contact center operations by assisting with customer inquiry processing, documentation, and workflow coordination. This role helps ensure timely, accurate service for Maine residents seeking assistance with motor vehicle, driver licensing, and related services.

Requirements

• 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.
• 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.
• Training, education, or experience in office and administrative support work that demonstrates 1) competency in applying a solid knowledge of modern office practices to perform complex office support tasks that are similar in nature, and 2) the ability to use independent judgment in handling exceptions to establish work assignments, priorities, and schedules.
• All positions in this classification assume the qualifications of: Office Assistant I, and Office Assistant II.
• 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.

Responsibilities

• Answer inbound calls in a high-volume contact center environment to assist customers with general motor vehicle and driver licensing questions.
• 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 performance.

Benefits

• Work-Life Fit: Take time for yourself with 13 paid holidays, 12 days of sick leave, and 3+ weeks of vacation leave annually. Vacation leaves 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 ($11,196.96 - $12,514.32 annual value), depending on salary. Use this chart to find premium costs 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 ($387.62 annual value).
• Retirement Plan: The State contributes the equivalent of 14.11% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed