Customer Representative Associate II / Bureau of Motor Vehicles (Anticipated Vacancy)

State of Maine • Augusta, ME

22h • Onsite

About The Position

The Bureau of Motor Vehicles is seeking self-motivated candidates to fill the Customer Representative Associate II position in the Medical Review Unit of Driver License Services. As a member of our team, you will play a vital role in determining the physical, emotional and mental competence of persons who operate motor vehicles in compliance with established rules and standards used by the Secretary of State in processing approximately 45,000 medical reviews annually as well as approximately 7,000 vision forms annually. This position works under the direct supervision of the Medical Clerk IV.

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.
• 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.
• Adjust quickly to new procedures, policies, and technologies as agency needs evolve.
• Work effectively within a team, supporting shared goals and contributing to a respectful, productive workplace.
• 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.
• 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.
• The successful candidate must pass a National Criminal Background check, including fingerprinting.

Nice To Haves

• Data Entry experience
• customer service experience
• Highest patience, empathy, active listening, and the ability to resolve complex customer issues.
• Reliability and Organization.
• Ability to manage time effectively and handling multiple tasks.

Responsibilities

• Review, enter and process CR-24’s, driver medical evaluation form and MVE-103 eye forms received from branch offices, physicians’ offices, mobile units and customers and ensures forms are completed prior to scanning.
• Coordinate approved customer services and initiate requests for missing medical documents/information to provide all customers with the services necessary to obtain valid credentials and provide great customer service.
• Schedule medical supervisor exams in accordance with Functional Ability Profile (FAP) Guidelines and sends out notices accordingly.
• Create/rescind/restore suspensions and cancel driver licenses in accordance with laws, rules and regulations and sends out notifications to applicant/customer as appropriate.
• Present routine information to members of the public, physicians, and eye care providers within the medical community.
• Enter test results from the Driver License Supervisors exams and make appropriate additions and deletions to driving credentials.
• Provide customer service to the public by providing routine explanations of requirements as it relates to the medical review process and answering routine questions.
• Match paperwork with existing files.
• Process offline credentials once required materials are received.
• Scan and verify accurate medical info is applied to the correct record.

Benefits

• 13 paid holidays
• 12 days of sick leave
• 3+ weeks of vacation leave annually
• Vacation leave 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
• Number of Employees: 5,001-10,000 employees