Customer Representative Specialist - MV Branch / Bureau of Motor Vehicles

State of Maine • Scarborough, ME

1d • Onsite

About The Position

The Customer Representative Specialist at the Bureau of Motor Vehicles (BMV) plays a vital front-line role in delivering direct, in-person service to the public. This is a high-volume, customer-facing position where professionalism, patience, and attention to detail are essential. You will be responsible for processing a wide range of transactions such as driver’s licenses, state ID cards, vehicle registrations, titles, and related services. This includes interacting with customers at the counter, over the phone answering questions, and resolve issues. Exceptional customer service is not only expected, but also essential in this role. You are often the first point of contact for the public, and how you communicate and resolve concerns directly impacts the experience of thousands of Maine residents each year.

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.
• Work effectively within a team, supporting shared goals and contributing to a respectful, productive workplace.
• Adjust quickly to new procedures, policies, and technologies as agency needs evolve.
• 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.
• 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.
• 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, and/or experience in office and administrative support work that demonstrates proficiency 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.
• 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.
• The ability to deal effectively with customers and maintain composure in stressful customer-service situations.
• 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, including fingerprinting.

Nice To Haves

• Strong written and verbal communication skills, delivering clear, professional, and audience-appropriate information.
• High attention to detail and accuracy, ensuring quality work and identifying discrepancies.
• Ability to communicate fluently in multiple languages.

Responsibilities

• Deliver exceptional customer service while assisting customers with motor vehicle services.
• Accurately review and verify documentation for issuing driver’s licenses, IDs, and vehicle registrations as well as other BMV services.
• Respond to customer inquiries regarding licensing laws, registration requirements, and BMV services.
• Accurately collect fees and process transactions.
• Assist with requests for address changes, driving records, and processing disability placard applications.
• Contribute to a team that handles thousands of customer interactions monthly, ensuring each is handled with courtesy and care.

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 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
• Number of Employees: 5,001-10,000 employees