Customer Representative Associate II - Anticipated Vacancy

Location: Augusta,Maine,United States

Job Class Code: 6598
Grade: 13
Salary: $17.30 - $24.91 per hour 

Closing: January 6, 2025

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 provide 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 meaningful impact on the lives of our citizens. 

Join our team and be part of a rewarding career with ample opportunities for advancement. If you are passionate about providing excellent customer service and contributing to the safety of the roads in Maine, we want you on our team!

The Bureau of Motor Vehicles is seeking self-motivated candidates to fill the Customer Representative Associate II position in the Medical Review Unit of Driver License Services. 

Who are we?
As a member of our team, you will play a vital role in determining the physical, emotional and mental competence of persons who operate motor vehicles in compliance with established rules and standards used by the Secretary of State in processing approximately 31,000 medical reviews annually as well as approximately 7,000 vision forms annually.  This position works under the direct supervision of the Medical Clerk IV.

Work hours for this position are Monday-Friday 8:00am-5:00pm.

Responsibilities include but are not limited to:

• Review, enter and process CR-24’s, driver medical evaluation form and MVE-103 eye forms received from branch offices, physicians’ offices, mobile units and customers and ensures forms are completed prior to scanning.
  
• Coordinate approved customer services and initiate requests for missing medical documents/information in order to provide all customers with the services necessary to obtain valid credentials and provide great customer service.
  
• Schedule medical supervisor exams in accordance with Functional Ability Profile (FAP) Guidelines and sends out notices accordingly.
  
• Create/rescind/restore suspensions and cancel driver licenses in accordance with laws, rules and regulations and sends out notifications to applicant/customer as appropriate.
  
• Present routine factual information to members of the public, physicians and eye care providers within the medical community.
  
• Enter test results from the Driver License Supervisors exams and make appropriate additions and deletions to driving credentials.
  
• Provide customer service to the public by providing routine explanations of requirements as it relates to the medical review process and answering routine questions.
  
• Match paperwork with existing files.
  
• Process offline credentials once required materials are received.
• Scan and verify accurate medical info is applied to the correct record.
  

The candidate we are looking for will have the following skills:

• High attention to detail
  
• Strong interpersonal skills
  
• Knowledge of Maine Motor Vehicle Statute Title 29-A

In order to be successful, you must have:

• Knowledge of programs and resources that have a compliance or eligibility component.
  
• Knowledge of query and research techniques.
  
• Ability to verify, code, compute and/or reconcile data on standard documents.
  
• Ability to track documents for follow-up action.
  
• Ability to effectively resolve problems.
  
• Ability to assist customers and providers with reporting, eligibility and compliance requirements.
  
• Ability to use independent judgment.
  
• Ability to effectively present routine factual information to individual/groups.
  
• Ability to identify and resolve work quality issues
  
• Ability to communicate effectively both verbally and in writing.