Customer Representative Associate II - MV - Titles

Job Class Code: 6598

Grade: 14

Salary: $17.28 - $23.91 (all new hires start at step 3, $19.08)

Opening: April 26, 2024

Closing: May 10, 2024

Are you an outgoing, organized, and friendly individual who loves talking on the phone? Do you enjoy contributing to a team and providing exceptional customer service? If you thrive on quality and being the one who can answer it all, we want you on our team!!

Apply Now, we offer superior benefits (highlighted below) including: 13 paid holidays, 12 sick days and 3+ weeks' vacation to start!

The Department of the Secretary of State, Bureau of Motor Vehicles is seeking candidates for a Customer Representative Associate II - MV for the Titles Services Division.

This position will be responsible for providing exceptional customer service as the first point of contact almost exclusively on the phone. This individual would be expected to build relationships and ensure customer satisfaction by communicating with our customers in a friendly and efficient manner. In this role, you will interact daily with our customers providing education, answers to questions, problem solving, and maintaining our company's reputation for high-quality service. Additional responsibilities require independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.

The Customer Representative Associate II - MV works under the direct supervision of the Office Specialist II Supervisor.

Work hours are Monday through Friday from 8:00 - 5:00.

In this role you will:

• Respond to a high volume of telephone, written, and in-person customer inquiries concerning title processing to provide a range of customer services to the general public, lending institutions and dealers.

• Assist customers and handle a high volume of incoming daily mail, filing, as well as taking and processing payments.

• Track documents for follow-up action and sorting title documents.

• Coordinate approved customer services and initiate requests for missing documents/information, to provide all customers with the services necessary to obtain information.

• Collect, validate, and reconcile revenue, to verify that the money collected for services reconciles with the amount of revenue to be deposited.

• Scan documents/records.

To be successful, you will need:

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

• Knowledge of query and research techniques.

• Ability to make intermediate mathematical calculations.

• 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 effectively present routine factual information to individuals/groups.

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.

For more information or questions, please contact: Jennifer Wilson or call (207) 624-9012.

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%-100% of employee-only premiums ($10,523.28-$12,380.40 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 ($350.40 annual value).

• Retirement Plan

• The State contributes the equivalent of XX% 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 part-time employment.

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.