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Motor Vehicle Customer Representative Specialist – Branch Rover

Bangor , Maine , United States | SOS, Bureau of Motor Vehicles | Full-time

Apply by: June 3, 2025

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Position: Motor Vehicle Customer Representative Specialist – Branch Rover

Department:Department of the Secretary of State, Bureau of Motor Vehicles

Schedule:Monday–Friday, 8:00 AM – 5:00 PM

Job Class:6604

Salary:$18.76–$27.03 hourly (all new hires start at Step 3: $20.75/hr.)

Closing Date:June 3, 2025

Join Our Team at the Department of the Secretary of State

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 generous benefits to support our employees 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 advancement and meaningful public service.

Are you ready to make a difference?

We seek dedicated, collaborative individuals who thrive in a fast-paced, customer-focused environment. If you're passionate about delivering quality service, driving success, and being part of a supportive team, we want to hear from you!

About the Position:

We seek a motivated and detail-oriented individual to join the Bureau of Motor Vehicles as aCustomer Representative Specialist – Branch Rover, based out of ourBangor Branch Office.

This position requires flexibility to travel to multiple motor vehicle branch offices across the state to provide staffing support and coverage. You may be assigned to different offices based on operational needs, either scheduled or on-call.

Travel may include, but is not limited to, the following branch locations:

+ Bangor

+ Calais

+ Caribou

+ Ellsworth

+ Rockland

+ Augusta

+ Mobile Unit

As a Branch Rover, you will play an essential role in maintaining smooth operations, delivering exceptional customer service, and ensuring compliance with state and federal regulations at each assigned location.

What We're Looking For:

+ Team Collaboration: Willingness to jump in, support peers across the state, and uphold team values.

+ Communication Skills: Clear, courteous, and professional communication with the public and coworkers.

+ Adaptability: Comfortable working in different locations, quickly adjusting to new environments and systems.

+ Problem-Solving: Sound decision-making in a fast-paced setting with minimal supervision.

+ Attention to Detail: High standards for accuracy, particularly with legal documents and cash reconciliation.

+ Professionalism: Reliability, maturity, and tact in all customer and team interactions.

Key Competencies We Value:

+ Emotional Intelligence: Balance empathy with accountability, especially when assisting frustrated customers.

+ Conflict Resolution & Feedback: Handle customer concerns with professionalism and calm authority.

+ Time Management: Prioritize effectively when balancing walk-in traffic and administrative tasks.

+ Commitment to Excellence: Aim for accuracy and customer satisfaction in every transaction.

+ Continuous Improvement: Embrace ongoing learning and training to keep up with evolving laws, systems, and expectations.

In this role, you will:

+ Assist customers statewide with vehicle registrations, driver licenses and permits, State IDs (including Real ID), handicap placards, vision screenings, and more.

+ Examine legal documents to determine service eligibility, verify insurance, and process title applications.

+ Provide accurate information about state and federal laws and regulations.

+ Perform VIN inspections and verify ownership documentation.

+ Accurately collect and reconcile daily cash, checks, and credit card payments.

+ Provide branch-level support in the absence of a manager, including deposit prep and error correction.

+ Assist in training new employees, ensuring quality and consistency across offices.

+ Communicate with town offices, BMV staff, hearing officers, and law enforcement to resolve customer issues.

+ Utilize the Language Access Program to assist non-English-speaking customers.

+ Help maintain inventory levels and ensure accountability for all supplies, plates, and forms.

Preferences will be given to candidates who have:

+ Experience providing customer service in a regulatory, compliance, or credentialing environment.

+ Familiarity with interpreting state or federal laws and verifying documentation for legal or identity-based purposes.

+ Strong organizational skills and the ability to maintain accurate financial records.

+ Confidence working independently and traveling regularly within the state.

+ Candidates with a Valid Maine driver's license.

Minimum Qualifications:

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 services with 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.

Applicants must be authorized to work in the United States. Please note that this position is not eligible for visa sponsorship or STEM OPT extensions, and successful candidates will be required to complete an I-9 form upon hire.

Why Join Our Team?

No matter where you work across Maine state government, you’ll be part of a workforce that embodies our state motto—"Dirigo" or "I lead"—providing essential services to Mainers every day. We believe in supporting our workforce's health and well-being with a valuable total compensation package, including:

+ 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 13.29% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS).

Contact information:

Questions about this position should be directed to Matthew Dudley at [email protected]

Application Instructions:

Interested applicants need to apply online by selecting the "Apply for this opening" button along with uploading a cover letter, current resume, and copies of any transcripts or certifications you wish to have considered while evaluating your application. In order for us to properly determine if you meet the minimum qualifications for any posting, you must be sure your resume includes month and year for any experience listed along with the duties and responsibilities associated with each particular time period. Any experience that was not full-time employment should be identified as such.

If you require a paper application, please download and print one HERE (https://www.maine.gov/bhr/state-jobs/application-process) or contact our office at 207-441-4512 . Paper applications for this posting should be submitted along with cover letter and resume before the closing date to Secretary of State Office of Human Resources, 29 State House Station, Augusta, ME 04330 or faxed to 207-624-9313 . Be sure title of the job you are applying for is included. Applications cannot be accepted after the posting closing date.

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 anything less than full-time.

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 different 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 that 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.