Customer Representative Associate II – Human Services

State of Maine•Ellsworth, ME

1d•Hybrid

About The Position

The Customer Representative Associate II-Human Services supports Eligibility Specialists and provides customer service to Maine citizens regarding the eligibility application process. The role answers calls from clients, provides basic information about their cases and available services, and helps clients with eligibility questions and application processes. The position is with the Maine Department of Health and Human Services in Ellsworth and allows partial telework with management approval.

Requirements

Training, education, or experience in office and administrative support work demonstrating competency in quality customer service and assisting the public with complex applications, fees, examinations, or social services involving eligibility or compliance.
Ability to make independent decisions about appropriate processes, information to process, and actions to take in accordance with standard procedures.
Submit a cover letter rating skills as expert, skilled, or novice in Outlook or comparable email applications; Excel or comparable spreadsheet applications; MS Word or comparable word processing applications; receptionist or phone-based customer assistance; and data entry, including entering data and narratives.

Responsibilities

Follow State policies, including agency information security and confidentiality requirements for state business.
Assist clients by phone with eligibility questions.
Help clients meet reporting, eligibility, and compliance requirements.
Coordinate approved client services.
Code, compute, verify, post, reconcile, and update standard documents.
Update case records and complete documentation requirements.
Inform a supervisor of emergency trends in service needs.
Explain how clients can apply for benefits.
Confirm receipt of client documents.
Replace cards clients use to access benefits.
Provide clients with information about resources.
Perform other duties as assigned.

Benefits

13 paid holidays and at least three weeks of annual vacation leave, with accrual increasing with years of service.
Personal leave for overtime-exempt employees.
12 days of sick leave per year.
State payment of 85%–95% of employee-only health insurance premiums, depending on salary.
A 5% employee-only health insurance premium credit for qualifying participation.
State payment of 100% of employee-only dental insurance premiums.
State retirement contribution equivalent to 14.06% of employee pay to MainePERS.
Gym membership reimbursement of up to $40 per month.
Health and dependent care flexible spending accounts.
Eligibility for Public Service Student Loan Forgiveness.
Employee assistance through the Living Resources Program.
Six weeks of fully paid parental leave for employees welcoming a child, including non-birthing and adoptive parents.
Potential additional unpaid leave under the Family and Medical Leave Act.
Voluntary deferred compensation through a MaineSaves 457(b) account.