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Customer Representative Associate II

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

Apply by: June 24, 2025

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Position: Customer Representative Associate II

Department:Bureau of Motor Vehicles – OUI/Habitual Offender Unit

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

Job Class:6598

Salary: $17.30 – $24.91/hour

Closing Date: June 24, 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 great 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.

Are you ready to make a difference?

We are looking for dedicated and collaborative individuals who thrive in a dynamic, growth-focused environment. If you are passionate about making a difference, driving success, and being part of a positive team culture, we want you on our team.

About the Position:

We are seeking motivated candidates for the position ofCustomer Representative Associate IIin theOperating Under the Influence (OUI) / Habitual Offender Unit. In this role, you will be responsible for handling complex administrative processes related to Maine’s OUI, habitual offender, and ignition interlock laws. You will play a key role in public safety and service delivery, ensuring compliance with statutory timelines and maintaining accurate driving records.

What We’re Looking For:

+ Team Collaboration: Ability to work effectively within a team, contributing to shared goals and helping others succeed.

+ Communication Skills: Clear and professional communication with the public, attorneys, law enforcement, and internal teams.

+ Adaptability: Comfort in a fast-paced environment with frequent interruptions and changing priorities.

+ Problem-Solving: Critical thinking to resolve complex eligibility, compliance, or restoration issues.

+ Attention to Detail: High level of accuracy in reviewing legal and court documents and processing transactions.

+ Professionalism: Ability to handle sensitive information with discretion and respect.

Key Competencies We Value:

+ Emotional Intelligence: Empathy, professionalism, and accountability in customer and team interactions.

+ Conflict Resolution & Feedback: Skill in navigating difficult calls and providing accurate information with tact.

+ Time Management: Effective organization of daily responsibilities while managing a high call volume.

+ Commitment to Excellence: Strong work ethic and attention to statutory deadlines.

+ Continuous Improvement: Openness to process enhancements and feedback.

In this role, you will:

+ Respond to a high volume of calls and inquiries from the public, attorneys, and law enforcement regarding license suspensions, revocations, and restorations.

+ Review and process alcohol offense reports from police agencies, ensuring completeness and timely administrative action.

+ Enter court convictions and suspensions related to OUI, habitual offender status, and serious driving offenses.

+ Determine eligibility for restoration and conditions under the ignition interlock program.

+ Support BMV branch offices with restoration processes and documentation.

+ Reconcile collected revenue and verify accuracy of payments for services provided.

Preferences will be given to candidates who have:

+ Experience working in a compliance- or eligibility-based service environment.

+ Knowledge of driving laws, court documentation, or administrative adjudication processes.

+ Familiarity with reconciling payments and handling confidential records.

+ A demonstrated ability to multitask with a high degree of accuracy.

+ Proven ability to handle challenging calls while maintaining professionalism and service quality.

Minimum Qualifications:

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; and

+ 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 new hires must successfully 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 13.89% 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 [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 oneHERE (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 to207-624-9313. 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.