Customer Rep Associate II - Exams

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

　　Apply by: Feb. 2, 2024

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　　Job Class Code: 6598

　　Grade: 13

　　Salary: $16.80 - $23.25 (All new hires start at a step 3 $18.57)

　　Opening: January 19, 2024

　　Closing: February 2, 2024

　　The Department of the Secretary of State,Bureau of Motor Vehiclesis seeking candidates to fill a Customer Rep Associate II position for the Examination Unit of Driver License Services.

　　The Examination unit completes processing for a cumulative administration of approximately 50,000 examinations including eye, written and road annually. The primary responsibility of this unit handles the complex processing of all pre-licensing requirements for all classes of license, as provided through Maine Revised Statutes Title 29-A, state promulgated rules, and Federal Motor Carrier Safety Administration Regulations. Daily functions include, but not limited to, answering phone calls from the public including a main line, a branch line providing support to 13 branch offices, in person customer service, reviewing and maintaining applications, associated fees, scheduling, canceling, and rescheduling of written and road exams, conducting daily CDLIS checks for all applications and road exams, processing of driver medical certification requirements and the mandatory FMCSA regulations related to the commercial learner's permit process. This unit also conducts business with several trucking schools throughout the state. This position must provide an outstanding, quality customer service with an attitude that reflects a positive, public image. This position works Monday - Friday, 8:00 am - 5:00 pm. All applicants must successfully pass a National Criminal Background check, including fingerprinting.

　　In a typical day you will:

　　Correspond with the public to receive/provide information and/or adjust complaints.

　　Examine documents/information, determine facts, detect errors and irregularities, and take action as authorized.

　　Establish computerized and/or manual filing systems.

　　Format and type standard business correspondence from draft 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.

　　KNOWLEDGE, SKILLS AND ABILITIES:

　　Knowledge of applicable service programs and resources.

　　Ability to stay current and understand, discusses, explain, and apply applicable laws, rules, regulations, policies, procedures, paperwork, and terminology

　　Ability to format and type standard business correspondence from draft into final form.

　　Ability to establish computerized and/or manual filing systems.

　　Ability to prepare worksheets and perform data entry.

　　Ability to remain calm in stressful situations.

　　Ability to determine facts, detects errors and irregularities, and take appropriate action in accordance with established procedures

　　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 positions in this classification assume the qualifications of: Customer Representative Assistant I, Customer Representative Assistant II and Customer Representative Associate I.

　　For more information or questions, please contact: [email protected] ([email protected]) or call (207) 624-9012.

　　BENEFITS:

　　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 Balance – 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 (($10,150.80-$11,345.04 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.

　　Health Insurance Premium Credit – Participation decreases employee-only premiums by 5%. Visit the Office of Employee Health and Wellness for more information about program requirements.

　　Dental Insurance – The State of Maine pays 100% of employee-only dental premiums ($350.40 annual value).

　　Retirement Plan– The State of Maine contributes 13.4% of pay to the Maine Public Employees Retirement System (MainePERS), on behalf of the employee.

　　Gym Membership Reimbursement – Improve overall health with regular exercise and receive up to $40 per month to offset this expense.

　　Health and Dependent Care Flexible Spending Accounts – Set aside money pre-tax to help pay for out-of-pocket health care expenses and/or daycare expenses.

　　Public Service Student Loan Forgiveness – The State of Maine is a qualified employer for this federal program. For more information, visit the Federal Student Aid office.

　　Tuition Reimbursement - Further your career and your education with tuition reimbursement for job-related courses.

　　Living Resources Program – Navigate challenging work and life situations with our employee assistance program.

　　Parental leave is one of the most important benefits for any working parent. All employees who are welcoming a child—including fathers and adoptive parents—receive six weeks of fully paid parental leave. Additional, unpaid leave may also be available, under the Family and Medical Leave Act (https://www.maine.gov/bhr/state-employees/rules-policies/policy-practices-manual/Employee-Rights-and-Responsibilities-Federal) .

　　Voluntary Deferred Compensation – Save additional pre-tax funds for retirement in a MaineSaves 457(b) account through payroll deductions.

　　Learn about additional wellness benefits for State employees from the Office of Employee Health and Wellness (https://www.maine.gov/bhr/oeh/) .

　　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.