Customer Service Representative Augusta , Maine , United States | Customer Service | Full-time Apply by: Feb. 18, 2025 Apply with Linkedin Apply Position: Customer Representative Associate II - MV Department:Bureau of Motor Vehicles - International Registration Plan (IRP) Schedule:Monday - Friday 8:00am-5:00pm Job Class: 6520 Salary: $17.80 - $25.62 hourly Closing Date : February 18, 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: The Bureau of Motor Vehicles (BMV) is seeking a motivated and detail-oriented Customer Service Representative to join the International Registration Plan (IRP) Unit. This position is responsible for issuing IRP apportioned plates and registration credentials for trucks and truck tractors operating in interstate commerce. As the primary point of contact for the issuance of IRP credentials in Maine, the IRP Associate will provide customer service, process IRP applications, perform data entry, and assist with fuel decal issuance and commercial vehicle compliance matters. The role requires accuracy, effective communication, and a strong understanding of relevant laws, rules, and regulations. This is a full-time position working out of the BMV Administrative Office in Augusta, Maine. The position offers a supportive and collaborative work environment, with opportunities for cross-training in other areas of Vehicle Services. 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. + 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. Key Responsibilities: + Customer Service: Respond to written, telephone, and in-person inquiries regarding IRP, commercial vehicle laws, and registration processes. + Application Processing: Review, process, and update new, renewal, and amended IRP applications received by mail, fax, or walk-in. + Data Entry & System Use: Utilize the Maine IFTA/IRP System, MCMIS, and other BMV systems to process IRP registrations, verify data, and issue necessary documentation, including cab cards and temporary registration credentials. + Payment Processing: Process cash, check, and credit card payments; balance daily cash receipts and POS drawer reports. + Compliance Verification: Ensure compliance with state and federal requirements, including USDOT numbers, insurance, IRS Form 2290, and other related forms. + Fuel Decal Management: Issue and maintain International Fuel Tax Agreement (IFTA) decals as required. + Cross-functional Assistance: Assist federal and state enforcement personnel, other BMV units, and state agencies with commercial vehicle inquiries and necessary documentation. + General Office Support: Assist in the filing of motor carrier dockets, perform administrative tasks, and operate office equipment (PC, copier, telephone, etc.). + Additional Duties: Support supervisor with special projects and provide cross-training in other Vehicle Services units as needed. Preferences will be given to candidates who have: + Customer Service skills with a strong focus on delivering excellent service. + Strong telephone communication skills and the ability to handle inquiries professionally. + Proficiency in Microsoft Office (Word, Excel, Outlook). + Ability to work independently and think on their feet to resolve challenges and provide solutions. 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. + In addition, the successful candidate must pass a National Criminal Background check, including fingerprinting. + All positions in this classification assume the qualifications of: Customer Representative Assistant I, Customer Representative Assistant II and Customer Representative Associate I. 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 (https://www.maine.gov/bhr/state-jobs/application-process) 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.