Customer Representative Associate II

Job Class Code: 6598

Grade: 13

Salary:$17.30 - $24.91

Closing: October 11, 2024

Bureau of Motor Vehicles is seeking motivated candidates for the position of Customer Representative Associate II.

Join our team and be part of a rewarding career with ample opportunities for advancement. If you are passionate about providing excellent customer service and contributing to the safety of the roads in Maine, we want you on our team!

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 provide 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 meaningful impact on the lives of our citizens.

Apply now and enjoy our superior benefits package, which includes 13 paid holidays, 12 sick days, and 3+ weeks of vacation to start!

Who are we?

The Bureau of Motor Vehicles is seeking self-motivated candidates to fill the Customer Representative Associate II position in the Medical Review Unit of Driver License Services. As a member of our team, you will play a vital role in determining the physical, emotional and mental competence of persons who operate motor vehicles in compliance with established rules and standards used by the Secretary of State in processing approximately 31,000 medical reviews annually as well as approximately 7,000 vision forms annually. This position works under the direct supervision of the Medical Clerk IV.

Work hours for this position are Monday-Friday 8:00am-5:00pm.

Responsibilities include but are not limited to:

• Review, enter and process CR-24's, driver medical evaluation form and MVE-103 eye forms received from branch offices, physicians' offices, mobile units and customers and ensures forms are completed prior to scanning.

• Coordinate approved customer services and initiate requests for missing medical documents/information in order to provide all customers with the services necessary to obtain valid credentials and provide great customer service.

• Schedule medical supervisor exams in accordance with Functional Ability Profile (FAP) Guidelines and sends out notices accordingly.

• Create/rescind/restore suspensions and cancel driver licenses in accordance with laws, rules and regulations and sends out notifications to applicant/customer as appropriate.

• Present routine factual information to members of the public, physicians and eye care providers within the medical community.

• Enter test results from the Driver License Supervisors exams and make appropriate additions and deletions to driving credentials.

• Provide customer service to the public by providing routine explanations of requirements as it relates to the medical review process and answering routine questions.

• Match paperwork with existing files.

• Process offline credentials once required materials are received.

• Scan and verify accurate medical info is applied to the correct record.

The candidate we are looking for will have the following skills:

• High attention to detail

• Strong interpersonal skills

• Knowledge of Maine Motor Vehicle Statute Title 29-A

In order to be successful, you must have:

• Knowledge of programs and resources that have a compliance or eligibility component.

• Knowledge of query and research techniques.

• Ability to verify, code, compute and/or reconcile data on standard documents.

• Ability to track documents for follow-up action.

• Ability to effectively resolve problems.

• Ability to assist customers and providers with reporting, eligibility and compliance requirements.

• Ability to use independent judgment.

• Ability to effectively present routine factual information to individual/groups.

• Ability to identify and resolve work quality issues

• Ability to communicate effectively both verbally and in writing.

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 decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.

All positions in this classification assume the qualifications of: Customer Representative Assistant I, Customer Representative Assistant II and Customer Representative Associate I.

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%-95% of employee-only premiums ($11,196.96 - $12,514.32 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 ($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).

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 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.