Customer Experience Specialist / Bureau of Motor Vehicles
State of Maine

If you are a current State of Maine employee, you must complete your application through the internal application process (Find Jobs Report). Please apply using your PRISM account. If you are on Seasonal Leave and do not have access to PRISM, contact your local Human Resources representative for application information.

Department: Secretary of State /BMV

Division: Contact Center
Location: Augusta, Maine
Schedule: Monday - Friday
Job Class & Grade: 6540, 11
Salary: $17.04 - $23.52

Closing Date: February 16, 2026

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 Customer Experience Specialist position in the Maine Bureau of Motor Vehicles (BMV) Contact Center supports daily contact center operations by assisting with customer inquiry processing, documentation, and workflow coordination. This role helps ensure timely, accurate service for Maine residents seeking assistance with motor vehicle, driver licensing, and related 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, strong and professional communication with the public, attorneys, law enforcement, and internal teams.
• Adaptability: Comfort in a fast-paced environment with frequent interruptions and changing priorities.
• Problem-Solving: Critical thinking to resolve complex eligibility, compliance, or restoration issues.
• Attention to Detail: High level of accuracy in reviewing legal and court documents and processing transactions.
• Professionalism: Ability to handle sensitive information with discretion and respect.

Key Competencies We Value:

• Emotional Intelligence: Empathy, professionalism, and accountability in customer and team interactions.
• Conflict Resolution & Feedback: Skill in navigating difficult calls and providing accurate information with tact.
• Time Management: Effective organization of daily responsibilities while managing a high call volume.
• Commitment to Excellence: Strong work ethic and attention to statutory deadlines.
• Continuous Improvement: Openness to process enhancements and feedback.

In this role, you will:

• Answer inbound calls in a high-volume contact center environment to assist customers with general motor vehicle and driver licensing questions.
  
• Provide accurate, timely information and appropriately transfer to the correct department or subject matter specialist.
• Respond to customer inquiries in a professional, courteous, and service-oriented manner in alignment with BMV customer service standards.
• Collaborate with other BMV units (Licensing, Titles, Registrations, and Compliance) to help resolve customer issues and ensure follow-up when needed.
• Identify trends in customer inquiries and communicate recurring issues to supervisors or leadership.
• Maintain confidentiality and ensure compliance with state and BMV policies when handling customer and driver information.
• Participate in quality assurance or coaching activities to continuously improve customer service performance.

Minimum Qualifications:
Training, education, or experience in office and administrative support work that demonstrates 1) competency in applying a solid knowledge of modern office practices to perform complex office support tasks that are similar in nature, and 2) the ability to use independent judgment in handling exceptions to establish work assignments, priorities, and schedules. All positions in this classification assume the qualifications of: Office Assistant I, and Office Assistant II.

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?

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 leaves 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 14.11% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS).

Contact information:

Questions about this position should be directed to Terri Kanaris Talent Acquisitions Specialist, via email Terri.Kanaris@Maine.gov

Application Instructions:

To apply, click "Apply for this opening" and upload your cover letter, resume, and any relevant transcripts or certifications. Your resume must include month/year for each position and list related duties and responsibilities. Please note if any experience was part-time.

Need a paper application? Download one [HERE] or call 207-441-9993.

Submit paper applications, cover letter, and resume before the closing date to:

Office of Human Resources
Secretary of State, Office of Human Resources
101 Hospital Street
Augusta, ME 04330
Fax: 207-624-9313

We are an Equal Opportunity Employer committed to building an inclusive workplace that respects and values diversity across all background

.

If you are unable to complete the online application, please contact the Human Resources representative listed on the job opening you are interested in applying for. They will work with you for an alternative method of submitting.

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