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Customer Representative Associate II - Enforcement

Augusta, Maine, United States | Customer Service | Full-time | Partially remote

Apply by: April 25, 2024

Job Class Code: 6598
Grade: 13
Salary: $16.80-$23.25 (all new hires start at step 1, $16.80)
Opening: April 10, 2024

Closing: April 25, 2024

Are you looking for a rewarding career with opportunity for advancement and weekends off? Do you enjoy contributing to a team and providing excellent customer service? If you thrive on quality and contributing to the safety of the roads in Maine, we want you on our team!!

Apply Now, to be a motor vehicle service representative. We offer superior benefits (highlighted below) including: 13 paid holidays, 12 sick days and 3+ weeks’ vacation to start!

We are:

The Department of the Secretary of State, Bureau of Motor Vehicles is seeking candidates for a Customer Representative Associate II for the Division of Enforcement, Anti-Theft & Regulations. This position provides office and administrative support to the division detectives and will assist law enforcement and the public with regulatory inquiries and needs. This position will also be responsible for providing back-up telephone assistance to the Enforcement Specialist and Dealer Licensing Unit and will collaborate with Bureau Detectives to serve vehicle dealers. Responsibilities require independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures. This job required good customer service skills and oral/written communications.

The Customer Representative Associate II works under the direct supervision of the Senior Section Manager. Work hours are Monday through Friday from 8:00 – 5:00. Persons in this position are required to submit to, and pass, a fingerprint-based background check.

REPRESENTATIVE TASKS:

Respond to incoming telephone inquiries on the law enforcement hot line and disseminate information as applicable.
Generate case closure notifications and distribute to the appropriate section.
Respond to written, telephone, and in-person customer inquiries concerning licensing and regulation of licensed vehicle dealers, in order to provide a range of customer services to the general public, law enforcement, and dealers.
Coordinate approved customer services and initiate requests for missing documents/information, in order provide all customers with the services necessary to obtain information.
Process plate requests from law enforcement and ensure timely mailing of same.
Collect, validate, and reconcile revenue, in order to verify that the money collected for services reconciles with the amount of revenue to be deposited.
Scanning of documents/records.
Create reports and letters to correspond with customers and to provide statistical data for management.
Present routine factual information to individuals and groups.
Accurately format and type standard business correspondence from draft or dictation into final form using varied correspondence formats
Apply to routine individual cases an explanation and interpretation of applicable rules, regulations, policies, procedures, codes, and/or documentation requirements.
Cross-train to serve as back-up for Dealer licensing staff.

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 perform work requiring lifting and/or physical exertion may be required
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.
All new hires must successfully pass a National Criminal Background check, including fingerprinting.

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.