Customer Representative Associate II / Bureau of Motor Vehicles

Secretary of State • Augusta, GA

15h • $18 - $26

About The Position

The Customer Representative Associate II position provides office and administrative support work to the Title Production Unit within the Bureau of Motor Vehicles. This customer service position provides a range of title services to customers primarily by telephone, e-mail, and in-person. These services include but are not limited to the initiation of requests for uncollected title fees, reviewing, and verifying documents when opening mail. Updating title records and producing letters. The work performed in this position is detailed-oriented, time-sensitive, and computer based. A candidate in this position will be required to learn Title 29-A laws, related policies, and procedures. This position will require the use of independent judgement in handling exceptions to established work assignments. The position will perform any other duties assigned by the unit supervisor.

Requirements

• Customer Service Excellence: Demonstrated ability to provide courteous, accurate, and efficient service in a fast-paced setting with a diverse public.
• High Volume Readiness: Comfortable handling large numbers of customer interactions per day while maintaining composure and professionalism.
• Team Collaboration: Work effectively within a team, supporting shared goals and contributing to a respectful, productive workplace.
• Adaptability: Adjust quickly to new procedures, policies, and technologies as agency needs evolve.
• Attention to Detail: 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.
• Clear Communication: Strong verbal and written communication skills to explain complex rules and processes in a way that is easy for the public to understand.
• Problem-Solving: Identify and resolve issues efficiently while maintaining a calm and helpful demeanor.
• Professionalism: Consistently represent the Department with respect, integrity, and accountability.
• Emotional Intelligence: Empathetic, self-aware, and able to manage high-stress interactions with tact.
• Conflict Resolution: Handle difficult or emotional customer situations with patience and effectiveness.
• Time Management: Prioritize tasks and complete assignments accurately and on time.
• Commitment to Excellence: Dedication to high-quality work, accuracy, and upholding public trust.
• Continuous Improvement: A mindset focused on improving processes, learning new skills, and supporting team development.
• Training, education, and/or experience in office and administrative support work that demonstrates: 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.
• 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.

Nice To Haves

• Exercises sound independent judgment.
• Ensures accuracy in data verification and calculations.
• Communicates effectively in writing and verbally.
• Completes detailed work accurately and efficiently.
• Knowledge of office practices and Maine Motor Vehicle Statute Title 29-A.
• Proficient in BMV systems.
• Strong customer service and interpersonal skills.
• Computer proficiency in Microsoft Word, Excel, Outlook, and Internet applications.

Responsibilities

• Respond to written, telephone, and in person customer inquiries from constituents, lien holders, and dealers.
• Opening, sorting, and distributing mail.
• Collect and reconcile revenue.
• Verify and update computer records.
• Organize, review, and maintain computer and manual files.
• Operate office equipment (i.e., printers, photocopier, fax, validator, and phones)

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 leave 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.
• 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