Customer Rep Associate I - Titles

Augusta, Maine, United States Full-time

Application closes: Dec. 13, 2019

Job Class Code: 6512
Grade: 11
Salary: $13.40-$18.78 (all new hires start at step 1, $13.40)
Opening: November 27, 2019

Closing: December 13, 2019

 

The Department of the Secretary of State, Bureau of Motor Vehicles is seeking candidates for two full time Customer Representative Associate I's for the Titles/Production unit of the Division of Enforcement, Anti-Theft and Regulation.  The Customer Representative Associate I provides quality customer service in assisting both walk-in customers and telephone inquiries from citizens by answering questions and solving problems concerning state laws, services, and agency policies and procedures. This position will provide office and administrative support work with a regulatory or eligibility component in assisting the public with applications, fees, compliance processes, and/or services. Responsibilities require independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard procedures. This position handles a high volume of phone calls on a daily basis, and process a significant amount of incoming mail.  Duties include; filing, taking and processing payments, tracking documents for follow-up action, and sorting title documents.  The work that is performed is very detailed-oriented, time sensitive, and computer based.  

REPRESENTATIVE TASKS:

  • Assists in responding to written, telephone and in-person customer inquiries concerning vehicle titling services in order to provide a range of customer services to the general public, law enforcement and lending institutions.
  • 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.
  • Collect and validate payment of fees collected for services.
  • Prepares, sorts and scans title paperwork.

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 1) competency in applying a solid knowledge of the principles and practices of quality customer service to perform complex work in assisting the public on matters such as communication transmissions, employment, ferry, social, or public services; and 2) ability to use independent judgment in handling exceptions to established work assignments, priorities, and schedules. 

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

 

BENEFITS:

Value of State-paid Dental Insurance:  $14.31 biweekly

Value* of State-paid Health Insurance:

  • Level 1:  100% State Contribution (employee pays nothing):  $461.75 biweekly
  • Level 2:  95% State Contribution (employee pays 5%):  $438.66 biweekly
  • Level 3:  90% State Contribution (employee pays 10%):  $415.58 biweekly
  • Level 4:  85% State Contribution (employee pays 15%):  $392.49 biweekly 
  • Health and Dental Insurance rates for part-time positions must be prorated.

Value of State’s share of Employee’s Retirement:  14.47 % of pay.

*The level of the actual value of state paid Health Insurance will be based on the employee’s wage rate and status with regard to the health credit premium program as of July 1, 2019.

For more information or questions, please contact:  Lucia.A.Nadeau@Maine.gov or call (207) 624-9010.

The Department of the Secretary of State is an Equal Opportunity/Affirmative Action employer.  We provide reasonable accommodations to qualified individuals with disabilities upon request.