Customer Representative Associate II - Bureau of Motor Vehicles

State of Maine•Augusta, GA

5d•Onsite

About The Position

The Customer Representative Associate II works in the Exams Unit of the Maine Bureau of Motor Vehicles, supporting driver examinations and compliance with Maine and federal licensing regulations. The role helps process more than 50,000 annual driver examinations statewide and assists the public and 13 branch offices with exam scheduling, applications, and regulatory requirements, including CDL and FMCSA standards. This is a fast-paced, customer-focused position requiring accuracy, organization, professionalism, and a commitment to public service. The associate provides customer support by phone, email, and in person; processes applications and documentation; schedules examinations; and supports branch operations. The position is located in Augusta, Maine, with a Monday–Friday schedule from 8:00 a.m. to 5:00 p.m. Applicants must be authorized to work in the United States. The position is not eligible for visa sponsorship or STEM OPT extensions. The successful candidate must complete an I-9 form and pass a National Criminal Background check, which may include fingerprinting.

Requirements

Training, education, or experience in office and administrative support work demonstrating competency in quality customer service principles and practices.
Ability to perform complex customer-support work involving applications, fees, examinations, or social services with an eligibility or compliance component.
Ability to make independent decisions about processes, information to process, and actions to take in accordance with standard procedures.
Applicants must be authorized to work in the United States.
Successful candidates must complete an I-9 form and pass a National Criminal Background check, which may include fingerprinting.

Nice To Haves

Digital fluency and a process-improvement mindset, including comfort learning and adopting new technologies.
Experience streamlining or digitizing paper-based work.
Clear written communication and curiosity about emerging workplace tools.
Judgment to evaluate and verify technology-generated output before relying on it.
Strong customer-service communication skills, including clear articulation, active listening, and empathy.
Ability to multitask across tasks or systems while maintaining focus and attention to detail.
Adaptability to changing priorities and duties, and a calm, professional demeanor under pressure.
Team collaboration, problem-solving, attention to detail, professionalism, emotional intelligence, conflict resolution, time management, commitment to excellence, and continuous improvement.

Responsibilities

Provide customer service by phone, email, and in person, including answering inquiries and resolving concerns.
Review and process applications, verify documentation, and ensure compliance with applicable regulations.
Schedule, reschedule, and cancel examinations while maintaining accurate records.
Perform daily CDLIS checks and ensure medical certifications meet FMCSA requirements.
Communicate with driving schools and support internal branch operations.
Interpret and apply policies and procedures to real-world scenarios.

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 retirement contribution equivalent to 14.06% of employee pay to 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’s qualified-employer status.
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 also be available under the Family and Medical Leave Act.
Voluntary deferred compensation through a MaineSaves 457(b) account.