Customer Representative Associate II – Human Services

State of Maine•Ellsworth, ME

2d•$18 - $26•Hybrid

About The Position

The Customer Representative Associate II-Human Services serves in a supportive capacity to Eligibility Specialists and provides customer service to Maine residents regarding the eligibility application process. The position answers calls from clients, provides basic information about their cases and available services, and helps clients understand eligibility and compliance requirements. The position is based in Ellsworth and allows partial telework with management approval. The role is not eligible for visa sponsorship or STEM OPT extensions.

Requirements

Training, education, or experience in office and administrative support work.
Demonstrated competency applying a solid knowledge of quality customer service principles and practices to complex work assisting the public with applications, fees, examinations, or social services involving eligibility or compliance.
Ability to use independent decision-making to determine 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 customer assistance by phone; and data entry, including data and narratives.

Responsibilities

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

Benefits

13 paid holidays and more than 3 weeks of annual vacation leave; vacation accrual increases 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; dependent coverage is also available.
A 5% employee-only health insurance premium credit for eligible participants.
State payment of 100% of employee-only dental insurance premiums.
MainePERS retirement contribution equivalent to 14.06% of employee pay.
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 program through the Living Resources Program.
Six weeks of fully paid parental leave for employees welcoming a child, including non-birthing and adoptive parents; additional unpaid leave may be available under the Family and Medical Leave Act.
Voluntary deferred compensation through a MaineSaves 457(b) account.
Additional wellness benefits.