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.
Requirements
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.
Key Competencies We Value:
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.
In this role, you will:
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.
Preferences will be given to candidates who have:
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.
(Entry level knowledges, skills, and/or abilities may be acquired through, BUT ARE NOT LIMITED TO the following coursework/training and/or experience.)
Benefits
Vision insurance
Additional Information
If you are a current State of Maine employee, please submit your application through the internal application process using the Find Jobs report in PRISM. Seasonal employees who do not have PRISM access should apply through the State's career page and indicate on the application that they have previously worked for the State.
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Department: Secretary of State / Bureau of Motor Vehicles
Division: Exams
Location: Augusta
Schedule: Monday - Friday, 8:00 am - 5:00 pm
Grade: 13
Salary: $17.30 - $24.91
Closing Date: June 8, 2026
All new hires start at Step 1
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 fast-paced, customer-focused environment. If you are passionate about delivering outstanding public service, contributing to a high-performing team, and supporting the people of Maine every day, we want you on our team.
Maine · Augusta, ME