Customer Representative Associate II / Bureau of Motor Vehicles / Anticipated Vacacny

State of Maine • Augusta, ME

1d • $17 - $25 • Onsite

About The Position

The Customer Representative Associate II position in the Maine Bureau of Motor Vehicles (BMV) Contact Center supports daily contact center operations by responding to a high volume of inbound calls, providing accurate information to Maine residents seeking assistance with motor vehicle, driver licensing and related services.

Requirements

• 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.
• 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 government, motor vehicle, licensing, or regulatory environment is considered an asset but is not required for this position.

Responsibilities

• Answer inbound calls in a high-volume contact center environment to assist customers with general motor vehicle and driver licensing questions.
• Acts as a subject matter resource for branch office personnel, responding to requests for assistance, answering procedural questions, and helping resolve customer service issues to support efficient branch operations and service delivery.
• Provide accurate, timely information and appropriately transfer to the correct department or subject matter specialist.
• Respond to customer inquiries in a professional, courteous, and service-oriented manner in alignment with BMV customer service standards.
• Collaborate with other BMV units (Licensing, Titles, Registrations, and Compliance) to help resolve customer issues and ensure follow-up when needed.
• Identify trends in customer inquiries and communicate recurring issues to supervisors or leadership.
• Maintain confidentiality and ensure compliance with state and BMV policies when handling customer and driver information.
• Participate in quality assurance or coaching activities to continuously improve customer service and team performance.
• Work in a fast-paced, dynamic environment and adapt to changing priorities, workloads, and operational needs.
• Adopt new technologies
• Maintain a dependable work schedule, communicate availability proactively, and support operational needs through effective time management, flexibility, and reliability.

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
• 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