Customer Representative Associate II – Human Services

State of Maine•Caribou, ME

10d•$18 - $26•Hybrid

About The Position

This position serves in a supportive capacity to Eligibility Specialists and provides 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.

Requirements

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.
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.
Outlook or comparable email applications (rated expert, skilled or novice).
Excel or comparable spreadsheet applications (rated expert, skilled or novice).
MS Word or comparable word processing applications (rated expert, skilled or novice).
Receptionist or customer assistance by phone (rated expert, skilled or novice).
Data entry (entering data and narratives) (rated expert, skilled or novice).

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

13 paid holidays
3+ weeks of vacation leave annually
12 days of sick leave per year
Health Insurance Coverage (State pays 85%-95% of employee-only premiums)
Health Insurance Premium Credit (Participation decreases employee-only premiums by 5%)
Dental Insurance (State pays 100% of employee-only dental premiums)
Retirement Plan (State contributes 14.06% of employee's pay towards MainePERS)
Gym Membership Reimbursement (up to $40 per month)
Health and Dependent Care Flexible Spending Accounts
Public Service Student Loan Forgiveness eligibility
Living Resources Program (employee assistance program)
Six weeks of fully paid parental leave
Voluntary Deferred Compensation (MaineSaves 457(b) account)