Customer Representative Associate II
Customer Representative Associate II
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Job Description
Position: Customer Representative Associate II
Department: Driver License Services Examinations Unit
Schedule: Monday Friday 8:00AM 5:00PM
Job Class: 6598
Salary: $17.30 $24.91 hourly
Closing Date: May 16 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 worklife balance and offer great benefits to support our team in achieving professional success while maintaining personal wellbeing. 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 growthfocused 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:
The Examination Unit plays a key role in processing over 50000 annual driver examinations statewide and ensuring compliance with Maine and federal licensing regulations. In this fastpaced customerfocused position youll assist the public and 13 branch offices with exam scheduling application processing and regulatory requirementsincluding CDL and FMCSA standards. Ideal candidates are detailoriented organized and committed to delivering outstanding service while supporting the safe and efficient licensing of Maines drivers.
What Were Looking For:
- 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.
- ProblemSolving: 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: Ability to understand and connect with others showing empathy while maintaining professionalism and accountability.
- Conflict Resolution & Feedback: Skill in managing difficult situations and offering constructive feedback with tact and respect.
- Time Management: Strong organizational and multitasking abilities to balance various responsibilities effectively.
- Commitment to Excellence: Dedication to achieving high standards in service delivery and personal work performance.
- 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 personincluding 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 realworld 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 Multitasking 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.
Minimum Qualifications: (Entry level knowledges skills and/or abilities may be acquired through BUT ARE NOT LIMITED TO the following coursework/training and/or experience.)
- 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 decisionmaking on the appropriate processes to follow information to process and actions to take in accordance with standard procedures.
- 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
- 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 I9 form upon hire.
Why Join Our Team
No matter where you work across Maine state government youll be part of a workforce that embodies our state mottoDirigo or I leadproviding essential services to Mainers every day. We believe in supporting our workforces health and wellbeing with a valuable total compensation package including:
- WorkLife 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 overtimeexempt employees receive personal leave.
- Health Insurance Coverage: The State of Maine pays 85%95% of employeeonly premiums ($11196.96 $12514.32 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 employeeonly dental premiums ($387.62 annual value).
- Retirement Plan: The State contributes the equivalent of 13.29% of the employees pay towards the Maine Public Employees Retirement System (MainePERS).
Contact information:
Questions about this position should be directed to Matthew Dudley at
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 fulltime employment should be identified as such.
If you require a paper application please download and print one HERE or contact our office at. Paper applications for this posting should be submitted along with cover letter and resumebefore the closing dateto Secretary of State Office of Human Resources 29 State House Station Augusta ME 04330 or faxed to . 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 fulltime.
Theres a job and then theres 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 youre looking for a great next step and want to feel good about what you do wed 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 youre 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.
Required Experience:
IC
Employment Type
Full-Time
