State of Maine · 7 hours ago
Senior Customer Service Representative / Bureau of Motor Vehicles
Augusta, Maine
Full-time
Onsite
Senior Level
$17.30/hr - $24.91/hrThe State of Maine's Department of the Secretary of State is dedicated to providing exceptional service to the community. They are seeking a Senior Customer Service Representative to assist the public with driver examinations, application processing, and regulatory compliance while ensuring a high level of customer satisfaction.
Art
No H1B
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
Qualification
Required
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
Ability to work effectively within a team, contributing to shared goals and helping others succeed
Clear and professional communication with the public, attorneys, law enforcement, and internal teams
Comfort in a fast-paced environment with frequent interruptions and changing priorities
Critical thinking to resolve complex eligibility, compliance, or restoration issues
High level of accuracy in reviewing legal and court documents and processing transactions
Ability to handle sensitive information with discretion and respect
Empathy, professionalism, and accountability in customer and team interactions
Skill in navigating difficult calls and providing accurate information with tact
Effective organization of daily responsibilities while managing a high call volume
Strong work ethic and attention to statutory deadlines
Openness to process enhancements and feedback
Applicants must be authorized to work in the United States
Preferred
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
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).
Company
State of Maine
Welcome! We in Maine take pride in our quality of life, our entrepreneurial spirit, and our strong, independent heritage.
Founded in 1933
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$0.76MKey Investors
The National Endowment for the Arts
2019-05-18Grant· $0.76M
Leadership Team
Carole Reuschle
CEO of the Cabin
Joseph Zamboni
Chief Operating Officer
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