Customer Representative Associate II

Customer Representative Associate II

Augusta , Maine , United States | Administrative & Office Support | Full-time

Apply by : Feb. 7, 2025

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Position : Customer Representative Associate II

Department : Driver License Services - License Information

Schedule : Monday - Friday 8 : 00a-5 : 00p

Job Class : 6598

Salary : $17.30 - $24.91 hourly

Closing Date : February 7, 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 of Customer Representative Associate II in the License Information Unit. As a Customer Representative Associate II, you will review and verify all documentation to issue a driver’s license or state ID for Maine citizens. This will include a high volume of customer interaction in person, over the phone, and through written correspondence. You will play an important role in ensuring operational success and contributing to a positive and productive work environment. Whether you’re providing direct services, supporting internal processes, or driving key initiatives, your role will be vital to the success of the team.

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 effective communication with colleagues, management, and stakeholders to ensure alignment and clarity.

Adaptability : Willingness and ability to adapt to changing priorities, processes, and technologies.

Multitasking : The ability to handle several different responsibilities at the same time without the loss of productivity or quality.

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 : 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 excellent customer service to the citizens of Maine by assisting with Driver’s License and State Identification Cards.

Processes letters of verification, driving records requests, and address changes.

Be part of a team that answers an average over 6000 telephone calls monthly from customers and 13 branch offices.

Review and verify all documentation for driver’s license and state ID issuance.

Explain laws relating to obtaining driver licenses, and state identification cards.

Collect fees by processing transactions using point-of-sale system.

Preferences will be given to candidates who have :

• A proven ability to work in a collaborative, team-focused 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 decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures.

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 13.29% 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 at Matthew.S.Dudley@Maine.Gov

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 one HERE () 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 to 207-624-9313 . 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.

Salary : $11,197 - $12,514