Senior Customer Service Representative / Bureau of Motor Vehicles
About The Position
The Examination Unit plays a key role in processing over 50,000 annual driver examinations statewide and ensuring compliance with Maine and federal licensing regulations. In this fast-paced, customer-focused position, you will multitask effectively while assisting 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 able to manage multiple priorities simultaneously, while remaining committed to delivering outstanding service and supporting the safe and efficient licensing of Maine’s drivers.
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.
- 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.
Nice To Haves
- Strong Communication Skills: Ability to provide excellent customer service over the phone, including clear articulation, active listening, and empathy.
- Exceptional Multi-tasking Abilities: Comfortable handling multiple tasks or systems simultaneously while maintaining focus and attention to detail.
- Adaptability and Flexibility: Open to change and able to shift priorities or duties quickly in a dynamic work environment.
- Positive Attitude: 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
- Work-Life Fit: Take time for yourself with 13 paid holidays, 12 days of sick leave, and 3+ weeks of vacation leave annually. Vacation leave 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 Employees Retirement System (MainePERS).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1-10 employees
