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

State of Maine • Augusta, ME

1d • Onsite

About The Position

This position is within the Operating Under the Influence (OUI) / Habitual Offender Unit of the Bureau of Motor Vehicles. The role involves handling complex administrative processes related to Maine’s OUI, habitual offender, and ignition interlock laws. The successful candidate will play a key role in public safety and service delivery, ensuring compliance with statutory timelines and maintaining accurate driving records.

Requirements

• Training, education, 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.
• Ability to use independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.
• Applicants must be authorized to work in the United States.
• Successful candidates will be required to complete an I-9 form upon hire.
• The successful candidate must pass a National Criminal Background check, which may include fingerprinting.

Nice To Haves

• Experience working in a compliance- or eligibility-based service environment.
• Knowledge of driving laws, court documentation, or administrative adjudication processes.
• Familiarity with reconciling payments and handling confidential records.
• A demonstrated ability to multitask with a high degree of accuracy.
• Proven ability to handle challenging calls while maintaining professionalism and service quality.
• Team Collaboration: Ability to work effectively within a team, contributing to shared goals and helping others succeed.
• Communication Skills: Clear and professional communication with the public, attorneys, law enforcement, and internal teams.
• Adaptability: Comfort in a fast-paced environment with frequent interruptions and changing priorities.
• Problem-Solving: Critical thinking to resolve complex eligibility, compliance, or restoration issues.
• Attention to Detail: High level of accuracy in reviewing legal and court documents and processing transactions.
• Professionalism: Ability to handle sensitive information with discretion and respect.
• Emotional Intelligence: Empathy, professionalism, and accountability in customer and team interactions.
• Conflict Resolution & Feedback: Skill in navigating difficult calls and providing accurate information with tact.
• Time Management: Effective organization of daily responsibilities while managing a high call volume.
• Commitment to Excellence: Strong work ethic and attention to statutory deadlines.
• Continuous Improvement: Openness to process enhancements and feedback.

Responsibilities

• Respond to a high volume of calls and inquiries from the public, attorneys, and law enforcement regarding license suspensions, revocations, and restorations.
• Review and process alcohol offense reports from police agencies, ensuring completeness and timely administrative action.
• Enter court convictions and suspensions related to OUI, habitual offender status, and serious driving offenses.
• Determine eligibility for restoration and conditions under the ignition interlock program.
• Support BMV branch offices with restoration processes and documentation.
• Reconcile collected revenue and verify accuracy of payments for services provided.

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
• Health Insurance Coverage: The State of Maine pays 85%-95% of employee-only premiums
• Dental Insurance: The State of Maine pays 100% of employee-only dental premiums
• 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: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees