Customer Representative Associate II MV

State of Maine•Augusta, GA

5d•Onsite

About The Position

The Customer Representative Associate II MV provides office and administrative support to the Title Production Unit within the Bureau of Motor Vehicles. The role delivers title services to customers primarily by telephone, email, and in person, including initiating requests for uncollected title fees, reviewing and verifying documents received by mail, updating title records, and producing letters. The work is detailed, time-sensitive, and computer based. The employee must learn Title 29-A laws and related policies and procedures, use independent judgment when handling exceptions to established assignments, and perform other duties assigned by the unit supervisor. The position is in the Secretary of State’s Bureau of Motor Vehicles, Titles Services Division, in Augusta, Maine. The schedule is Monday through Friday. The salary range is $18.60–$26.77 per hour, with the position starting at Step 3 ($20.53 per hour).

Requirements

Training, education, or experience in office and administrative support work demonstrating competency in quality customer service for complex work assisting the public with applications, fees, examinations, or social services involving eligibility or compliance.
Ability to make independent decisions about processes, information to process, and actions to take in accordance with standard procedures.
Ability to provide courteous, accurate, and efficient service to a diverse public in a fast-paced setting and handle a high volume of customer interactions.
Strong verbal and written communication skills, including the ability to explain complex rules and processes clearly.
Strong customer service and interpersonal skills, problem-solving ability, professionalism, adaptability, attention to detail, and time-management skills.
Knowledge of office practices and Maine Motor Vehicle Statute Title 29-A.
Proficiency in BMV systems and computer applications, including Microsoft Word, Excel, Outlook, and internet applications.
Ability to verify data and calculations accurately and complete detailed work efficiently.
Authorization to work in the United States; the role is not eligible for visa sponsorship or STEM OPT extensions.
Successful completion of a National Criminal Background check, which may include fingerprinting.

Nice To Haves

Digital fluency and comfort learning and adopting new technologies.
Experience streamlining or digitizing paper-based work.
Curiosity about emerging workplace tools and judgment to evaluate and verify their output before relying on it.
A process-improvement mindset and commitment to continuous improvement.
Ability to handle difficult or emotional customer interactions with patience, empathy, and tact.

Responsibilities

Respond to written, telephone, and in-person inquiries from constituents, lien holders, and dealers.
Open, sort, and distribute mail.
Collect and reconcile revenue.
Verify and update computer records.
Organize, review, and maintain computer and manual files.
Operate office equipment, including printers, photocopiers, fax machines, validators, and phones.
Apply independent judgment when handling exceptions and determining appropriate processes, information to process, and actions to take under standard procedures.
Complete other duties assigned by the unit supervisor.

Benefits

13 paid holidays, 12 days of sick leave, and more than three weeks of vacation leave annually; vacation accrual increases with years of service.
Personal leave for overtime-exempt employees.
State contribution of 85%–95% of employee-only health insurance premiums, depending on salary; dependent coverage is also available.
State payment of 100% of employee-only dental insurance premiums.
State contribution equivalent to 14.06% of employee pay toward Maine Public Employees Retirement System (MainePERS).
Gym membership reimbursement of up to $40 per month.
Health and dependent care flexible spending accounts.
Eligibility for Public Service Student Loan Forgiveness through the State of Maine as a qualified employer.
Employee assistance program through the Living Resources Program.
Six weeks of fully paid parental leave for employees welcoming a child, including non-birthing and adoptive parents; additional unpaid leave may be available under the Family and Medical Leave Act.
Voluntary deferred compensation through a MaineSaves 457(b) account.