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State of Maine, Bureau of Human Resources Customer Representative Specialist in Rockland, Maine

Customer Representative Specialist

Rockland , Maine , United States | Customer Service | Full-time

Apply by: July 24, 2024

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Job Class Code: 6604

Grade: 16

Salary: $18.76-$27.03(all new hires start at step 3; $20.75)

Closing: July 24, 2024

Are you looking for a rewarding career with opportunity for advancement and weekends off? Do you enjoy contributing to a team and providing excellent customer service? If you thrive on quality and contributing to the safety of the roads in Maine, we want you on our team!!

Apply Now, to be a motor vehicle service representative. We offer superior benefits (highlighted below) including: 13 paid holidays, 12 sick days and 3+ weeks’ vacation to start!

We are:

The Department of the Secretary of State, Bureau of Motor Vehicles is seeking candidates for a Customer Representative Specialist - MV Branch for our Rockland Branch office. This is complex customer service and administrative work responsible for determining eligibility for and issuing various credentials, registrations, permits, and licenses, ensuring compliance with various federal and state laws, rules, and policies. Employees in this classification make independent decisions on the appropriate processes to follow, provide information, and take action in order to ensure motor vehicle registrations, title applications, driver permits/licenses, state identification cards, and other services are provided in conformance with motor vehicle laws, rules, policies, and various federal regulations. Work is performed under limited supervision, Statewide travel will be required. Work hours are weekdays, Monday - Friday, 8:00 am - 5:00 pm.

In this role you will:

  • Assist customers with motor vehicle registrations, voter registrations, driver licenses and permits, State identification cards (including Real ID), license plates, handicap placards, motor vehicle title applications, vision screening, and other BMV processes and services.

  • Review and examine legal documents to determine eligibility of residency and legal presence, verify insurance coverage, obtain authorization to reinstate suspended privileges, and issues licenses and registrations.

  • Explain Motor Vehicle laws, rules, regulations, bureau policies, and other related state and federal laws, rules, regulations, and policies in order to provide information.

  • Examine motor vehicle registrations and associated documents in order to issue a variety of standard and specialty plates.

  • Collect, receive, count, and total monies; account for and reconcile any differences; and verifies and maintains daily petty cash.

  • Examine motor vehicle title applications and associated documents such as liens, chain of ownership, vehicle and odometer information, and signatures to determine vehicle ownership and compliance with applicable regulations.

  • Perform vehicle identification number (VIN) inspections on vehicles and trailers in order to process accurate title request and verify VIN on imported vehicles.

  • In absence of branch manager, may conduct daily cash reconciliation, review financial reports for accuracy, make Point of Sale adjustments to correct errors, check on-line credit card site to verify accuracy of credit card totals, and prepare the bank deposit.

  • Utilize Language Access Program to assist customers whose primary language is not English.

  • Assist with training new employees on the fundamental policies and procedures to teach proper techniques in issuing BMV credentials.

  • Assist with ordering supplies, including plates, stickers, forms, and office products issued in order to ensure accountability and maintain appropriate inventory levels without creating excesses.

  • Communicate with all BMV departments and town offices to assist in providing customer service by resolving technical issues in the issuance of credentials.

  • Communicate with Driver License Examiners, Hearing Officers, and Detectives to provide information on policies/procedures, and laws.

To be successful, you will need:

  • Knowledge of laws, rules, regulations, procedures, and manuals applicable to BMV services and processes.

  • Knowledge of BMV software and associated interfaces.

  • Knowledge of BMV services and procedures.

  • Knowledge of Point of Sale financial system and reports.

  • Knowledge of critical incident procedures.

  • Knowledge of computer hardware and software operations.

  • Ability to explain laws, rules, policies, and procedures applicable to BMV processes and services to the public.

  • Ability to deal with confused, frustrated, and upset customers effectively and with understanding, dignity, and composure.

  • Ability to authenticate legal documents and identify fraudulent documents.

  • Ability to effectively plan, organize, and adjust daily work operations to meet unexpected needs.

  • Ability to examine various forms (including license, vision, medical forms, etc.) for completeness and compliance with applicable laws, rules, and regulations.

  • Ability to review and administer eye screening examinations and perform standard equipment maintenance.

  • Ability to communicate effectively,

  • Ability to establish and maintain effective working relationships, including effective public relations.

  • Ability to reconcile end-of-day cash.

Minimum Qualifications:

In order to qualify, you must have 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.

  • In addition, the successful candidate must pass a National Criminal Background check, including fingerprinting.

For more information or questions, please contact: Matthew Dudley or call (207) 441-4512.

Why join our team?

No matter where you work across Maine state government, you find employees who embody our state motto—"Dirigo" or "I lead"—as they provide essential services to Mainers every day. We believe in supporting our workforce's health and wellbeing with a valuable total compensation package, including:

  • Work-Life Fit – Rest is essential. Take time for yourself using 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%-100% of employee-only premiums ($10,523.28-$12,380.40 annual value), depending on salary. Use this chart to find the 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 ($350.40 annual value).

  • Retirement Plan – The State contributes the equivalent of 13.41% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS).

    State employees are eligible for an extensive and highly competitive benefits package ( , covering many aspects of wellness. Learn about additional wellness benefits for State employees from the Office of Employee Health and Wellness ( .

    Note: Benefits may vary somewhat according to specific collective bargaining agreements and are prorated for part-time employment.

There's a job and then there's purposeful, transformative work. Our aim is to create a workplace where you can learn, grow, and continuously refine your skills. Applicants demonstrate job requirements in differing ways, and we appreciate that many skills and backgrounds can make people successful in this role.

As an Equal Opportunity employer, Maine State Government embraces a culture of respect and awareness. We are committed to creating a strong sense of belonging for all team members, and our process ensures an inclusive environment to applicants of all backgrounds including diverse race, color, sex, sexual orientation or gender identity, physical or mental disability, religion, age, ancestry, national origin, familial status or genetics.

If you’re looking for a great next step, and want to feel good about what you do, we’d love to hear from you. Please note reasonable accommodations are provided to qualified individuals with disabilities upon request.

Thinking about applying?

Research shows that people from historically excluded communities tend to apply to jobs only when they check every box in the posting. If you’re currently reading this and hesitating to apply for that reason, we encourage you to go for it! Let us know how your lived experience and passion set you apart.