Customer Representative Associate II - HS
About The Position
As a Customer Representative Associate II-HS you will serve in a supportive capacity to the Eligibility Specialists and provide quality customer service to Maine’s citizens regarding the eligibility application process. The purpose of these positions is to answer calls from clients and provide basic information about their cases as well as information about services available to the client. The duties of these positions include: Complying with the requirements of State policies, including those concerning human resource components of security protocols of agency information security and confidentiality policies for state business purposes. Working with clients over the phone to assist with eligibility questions. Assisting clients with reporting, eligibility, and compliance requirements. Coordinating approved client services. Coding, computing, verifying, posting, reconciling, and/or updating standard documents. Updating case records and completing documentation requirements. Informing supervisor of emergency trends in service needs. Providing clients with information about how to apply for benefits. Confirming receipt of documents from clients. Replacing various cards clients use to access benefits. Providing information about resources to clients. Other duties as assigned
Requirements
- To qualify for this position, you must have 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 with applications, fees, examinations, or social services that have an eligibility or compliance component; and 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.
- Please submit a cover letter rating your skills in each of the following tasks/tools as: expert, skilled or novice.
- Outlook or comparable email applications.
- Excel or comparable spreadsheet applications.
- MS Word or comparable word processing applications.
- Receptionist or customer assistance by phone.
- Data entry (entering data and narratives)
Responsibilities
- Complying with the requirements of State policies, including those concerning human resource components of security protocols of agency information security and confidentiality policies for state business purposes.
- Working with clients over the phone to assist with eligibility questions.
- Assisting clients with reporting, eligibility, and compliance requirements.
- Coordinating approved client services.
- Coding, computing, verifying, posting, reconciling, and/or updating standard documents.
- Updating case records and completing documentation requirements.
- Informing supervisor of emergency trends in service needs.
- Providing clients with information about how to apply for benefits.
- Confirming receipt of documents from clients.
- Replacing various cards clients use to access benefits.
- Providing information about resources to clients.
- Other duties as assigned
Benefits
- Work-Life Fit – 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 ($12,845.82 - $15,112.76 annual value), depending on salary.
- Health Insurance Premium Credit – Participation decreases employee-only premiums by 5%.
- Dental Insurance – The State of Maine pays 100% of employee-only dental premiums ($395.72 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).
- Parental leave is one of the most important benefits for any working parent. All employees who are welcoming a child—including non-birthing 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.
- State employees are eligible for an extensive and highly competitive benefits package, covering many aspects of wellness.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
