Customer Representative Associate II Supervisor / Bureau of Motor Vehicles / Anticipated Vacancy

State of Maine • Augusta, ME

9d • $18 - $26 • Onsite

About The Position

The Bureau of Motor Vehicles is seeking a motivated, customer-focused, and organized Customer Representative Associate II Supervisor to join the Commercial Driver License (CDL) Unit. This position plays a key leadership role in supporting the daily operations of the CDL program by supervising clerical staff, coordinating statewide scheduling activities, supporting Driver License Examiners, and ensuring exceptional customer service to the public and industry partners. This position requires a collaborative leader who can effectively prioritize competing responsibilities, coach and develop employees, and maintain a high level of accuracy while working in a fast-paced environment. The successful candidate will work closely with Driver License Examiners, branch office staff, CDL training schools, and management to ensure efficient operations and consistent service delivery throughout the state.

Requirements

• Demonstrated ability to provide courteous, accurate, and efficient service in a fast-paced setting with a diverse public.
• Comfortable handling large numbers of customer interactions per day while maintaining composure and professionalism.
• Work effectively within a team, supporting shared goals and contributing to a respectful, productive workplace.
• Adjust quickly to new procedures, policies, and technologies as agency needs evolve.
• 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.
• Strong verbal and written communication skills to explain complex rules and processes in a way that is easy for the public to understand.
• Identify and resolve issues efficiently while maintaining a calm and helpful demeanor.
• Consistently represent the Department with respect, integrity, and accountability.
• Emotional Intelligence: Empathetic, self-aware, and able to manage high-stress interactions with tact.
• Handle difficult or emotional customer situations with patience and effectiveness.
• Prioritize tasks and complete assignments accurately and on time.
• Dedication to high-quality work, accuracy, and upholding public trust.
• A mindset focused on improving processes, learning new skills, and supporting team development.
• 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.
• The successful candidate must pass a National Criminal Background check, which may include fingerprinting.

Nice To Haves

• 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.
• Candidates with experience supervising or leading staff, coordinating schedules and workloads, and working in a fast-paced customer service or administrative environment.
• Knowledge of Commercial Driver License (CDL) operations, motor vehicle licensing, or state government processes is desirable.
• Candidates should possess strong organizational, communication, and problem-solving skills, as well as experience using Microsoft Office and other business software to support efficient operations and excellent customer service.

Responsibilities

• Lead and supervise a five-person clerical team by assigning work, coaching employees, providing training, supporting recruitment and onboarding, and assisting with performance management while fostering a collaborative and customer-focused work environment.
• Coordinate weekly Driver License Examiner schedules and oversee the scheduling, rescheduling, and cancellation of Commercial Driver License (CDL) written and road examinations.
• Serve as a primary resource for Driver License Examiners, Bureau of Motor Vehicles branch office staff, and CDL training schools by resolving operational issues and coordinating bulk examinations, retests, and cancellations.
• Process complex examiner paperwork, and Point of Sale (POS) transactions, reconcile daily cash reports.
• Utilize American Association of Motor Vehicle Administrator Systems, including Commercial Driver License Information System, Social Security Online Verification, Problem Driver Pointer System, and United States Postal Service Verification System, to support CDL licensing operations.
• Establish operational priorities, improve workflow efficiencies, monitor quality assurance standards, and ensure compliance with applicable state and federal laws, regulations, policies, and procedures.

Benefits

• 13 paid holidays
• 12 days of sick leave
• 3+ weeks of vacation leave annually
• Vacation leaves accrual increases with years of service
• Overtime-exempt employees receive personal leave
• The State of Maine pays 85%-95% of employee-only premiums ($11,196.96 - $12,514.32 annual value), depending on salary.
• The State of Maine pays 100% of employee-only dental premiums ($387.62 annual value).
• 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: Mid Level
• Education Level: No Education Listed