Customer Representative Associate II - Bureau of Motor Vehicles

Customer Representative Associate II

Department:
Secretary of State - Bureau of Motor Vehicles Division:
Exams – Driver License Services

Location:

Augusta, Maine

Schedule:

Monday – Friday, 8:00 am – 5:00 pm

Job Class: 6598

Grade: 13

Salary: $18.08 - $26.03

Closing Date:
November 17, 2026

All new hires start at Step 1

At the Department of the Secretary of State, we are a team dedicated to providing efficient and exceptional service to our community. We prioritize work-life balance and offer excellent benefits to support our team in achieving professional success while maintaining personal well-being. Join a team that fosters a culture of teamwork, integrity, and continuous improvement, offering opportunities for growth and making a meaningful impact on the lives of our citizens.

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.

• Team
  
  Collaboration:
  
  Ability to work effectively within a team, contributing to shared goals and helping others succeed.
• Communication
  
  Skills:
  
  Clear and effective communication with colleagues, management, and stakeholders to ensure alignment and clarity.
• Adaptability:
  Willingness and ability to adapt to changing priorities, processes, and technologies.
• Problem-Solving:
  Strong critical thinking skills to identify issues and propose innovative solutions.
• Attention to Detail: A focus on accuracy and thoroughness in completing tasks and managing responsibilities.
• Professionalism:
  Maintain a positive and respectful work environment through thoughtful, courteous interactions.

• 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.

• 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.

Comfort learning and adopting new technologies, experience streamlining or digitizing paper-based work, clear written communication, curiosity about emerging workplace tools, and the judgment to evaluate and verify their output before relying on it.

• 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…