Customer Representative Associate II / Bureau of Motor Vehicle

State of Maine • Augusta, ME

1d • $18 - $26 • Onsite

About The Position

This position provides office and administrative support work to the Registration Section within the Bureau of Motor Vehicles. This customer service position provides a range of registration services to customers on the telephone and in-person. These services include but are not limited to the processing of registrations for Maine residents who have purchased vehicles out-of-state, reviewing and verifying documents, collecting, validating and reconciling revenue, entering and updating registration records, producing reports and letters and certifying records for law enforcement. The work performed in this position is detailed-oriented, time-sensitive and computer-based. This position will be required to learn Title 29-A laws, related policies and procedures. This position will require the use of independent decision-making to complete 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, 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.
• In addition, the successful candidate must pass a National Criminal Background check, including fingerprinting.
• Applicants must be authorized to work in the United States.

Nice To Haves

• Ability to use independent judgment and decision-making.
• Ability to verify, code, compute, and/or reconcile data on standard documents.
• Ability to recognize work quality issues.
• Ability to make intermediate mathematical calculations.
• Ability to prepare standard reports and letters.
• Ability to communicate effectively both orally and in writing.
• Ability to complete detailed and accurate work assignments.
• Knowledge of modern office practices.
• Knowledge of business requirements; computer interface rules.
• Knowledge of Maine Motor Vehicle Statute Title 29-A.
• Knowledge of query and research techniques.
• Knowledge of Bureau of Motor Vehicle computer systems, including on-line programs.
• Customer service skills.
• Telephone etiquette.
• Interpersonal skills.
• Computer skills – Microsoft Office Word, Excel, Access, Outlook, Power Point, Internet.
• Time management skills.

Responsibilities

• Respond to written, telephone, and in-person customer inquiries.
• Collect, validate and reconcile revenue.
• Process plate registrations for out-of-state vehicle sales.
• Monitor and track plate inventory levels.
• Monitor, track and request inventory for unit.
• Verify, enter, and update computer records.
• Identify and resolve data problems, address quality control issues.
• Review, evaluate, and verify registration documents.
• Create reports and letters; certify agency records.
• Organize, review, and maintain computer and manual files.
• Operate office equipment (i.e. printer, photocopier, fax, validator, adding machine, document counter and cash machines).
• Assist with the training of new employees.
• Issue placards
• Process returned plates
• Reconcile daily cash up

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 leaves 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. Use this chart to find premium costs for you and your family, including the percentage of dependent coverage paid by the State.
• 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 Employee Retirement System (Mainepers)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed