Customer Representative Associate II / Bureau of Motor Vehicles

Secretary of State • Augusta, GA

3d • Onsite

About The Position

The Customer Representative Associate II plays a key role in processing over 50,000 annual driver examinations statewide and ensuring compliance with Maine and federal licensing regulations within the Exams Unit. In this fast-paced, customer-focused position, you'll assist the public and 13 branch offices with exam scheduling, application processing, and regulatory requirements, including CDL and FMCSA standards. Ideal candidates are detail-oriented, organized, and committed to delivering outstanding service while supporting the safe and efficient licensing of Maine’s drivers.

Requirements

• Ability to work effectively within a team, contributing to shared goals and helping others succeed.
• Clear and effective communication with colleagues, management, and stakeholders to ensure alignment and clarity.
• Willingness and ability to adapt to changing priorities, processes, and technologies.
• Strong critical thinking skills to identify issues and propose innovative solutions.
• A focus on accuracy and thoroughness in completing tasks and managing responsibilities.
• Maintain a positive and respectful work environment through thoughtful, courteous interactions.
• 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.
• Applicants must be authorized to work in the United States.
• The successful candidate must pass a National Criminal Background check, which may include fingerprinting.

Nice To Haves

• Ability to provide excellent customer service over the phone, including clear articulation, active listening, and empathy.
• Comfortable handling multiple tasks or systems simultaneously while maintaining focus and attention to detail.
• Open to change and able to shift priorities or duties quickly in a dynamic work environment.
• Maintains a calm, professional demeanor under pressure and contributes to a supportive team environment.

Responsibilities

• Provide customer service via phone, email, and in person—including handling inquiries and resolving concerns.
• Review and process applications, verify documentation, and ensure regulatory compliance.
• Schedule, reschedule, and cancel exams 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
• 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 ($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 employees’ 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