Customer Representative Specialist - MV Branch / Bureau of Motor Vehicles

Department:

Secretary of State / Bureau of Motor Vehicles

Division:

Public Services

Location:

Portland, Maine

Schedule:

Monday - Friday

Grade:

16

Salary:

$18.76 - $27.03

Closing Date:

August 7, 2026

This position starts at step 3 $20.75
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 excellent 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 fast-paced, customer-focused environment. If you are passionate about delivering outstanding public service, contributing to a high-performing team, and supporting the people of Maine every day, we want you on our team.

About the Position:
The

Customer Representative Specialist at

the

Bureau of Motor Vehicles (BMV)

plays a vital front‑line role in delivering

direct, in‑person service to the public . This is a

high-volume, customer‑facing position

where professionalism, patience, and attention to detail are essential. This is a designated Rover position and requires the incumbent to possess and maintain a valid driver's license. Travel to other branch locations may be required on business needs. Milage reimbursement is provided in accordance with State Policy.

You will be responsible for processing a wide range of transactions such as driver’s licenses, state ID cards, vehicle registrations, titles, and related services. This includes interacting with customers at the counter, over the phone answering questions, and resolve issues.

Exceptional customer service is not only expected, but also essential

in this role. You are often the first point of contact for the public, and how you communicate and resolve concerns directly impacts the experience of thousands of Maine residents each year.

What We’re Looking For:

Customer Service Excellence:

Demonstrated ability to provide courteous, accurate, and efficient service in a fast‑paced setting with a diverse public.

High Volume Readiness:

Comfortable handling large numbers of customer interactions per day while maintaining composure and professionalism.

Team Collaboration:

Work effectively within a team, supporting shared goals and contributing to a respectful, productive workplace.

Adaptability:

Adjust quickly to new procedures, policies, and technologies as agency needs evolve.

Attention to Detail:

A focus on accuracy and thoroughness in completing tasks and managing responsibilities. Confidently make informed decisions and stay solution‑focused while managing multiple priorities without sacrificing accuracy or customer satisfaction.

Clear Communication:

Strong verbal and written communication skills to explain complex rules and processes in a way that is easy for the public to understand.

Problem‑Solving:

Identify and resolve issues efficiently while maintaining a calm and helpful demeanor.

Professionalism:

Consistently represent the Department with respect, integrity, and accountability.

Key Competencies We Value:

Emotional Intelligence:

Empathetic, self‑aware, and able to manage high‑stress interactions with tact.

Conflict Resolution:

Handle difficult or emotional customer situations with patience and effectiveness.

Time Management:

Prioritize tasks and complete assignments accurately and on time.

Commitment to Excellence:

Dedication to high‑quality work, accuracy, and upholding public trust.

Continuous Improvement:

A mindset focused on improving processes, learning new skills, and supporting team development.

In This Role You Will:

Deliver exceptional customer service in person and by phone while assisting customers with motor vehicle services.

Accurately review and verify documentation for issuing driver’s licenses, IDs, and vehicle registrations as well as other BMV services.

Respond to customer inquiries regarding licensing laws, registration requirements, and BMV services.

Accurately collect fees and process transactions.

Assist with requests for address changes, driving records, and processing disability placard applications.

Contribute to a team that handles

thousands

of customer interactions monthly, ensuring each is handled with courtesy and care.

Preference will be given to candidates who bring digital fluency and a process‑improvement mindset:
Comfort learning and adopting new technologies, experience streamlining or digitizing paper‑based work, clear written communication, curiosity about emerging workplace tools, and the judgment to evaluate and verify their output before relying on it.

Minimum Qualifications:
(Entry level knowledges, skills, and/or abilities may be acquired through, BUTARENOTLIMITEDTO the following coursework/training and/or experience).

Training, education, and/or experience in office and administrative support work that demonstrates 1) proficiency 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; 2) 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; 3) and the ability to deal effectively with customers and maintain composure in stressful customer‑service situations.

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.

The successful candidate must pass a National Criminal Background check, which may include fingerprinting.

Why Join Our Team?
We believe in supporting our workforce's health and well‑being

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