Customer Rep Associate II-HS

at State of Maine, Bureau of Human Resources in Lewiston, Maine, United States

Job Description

Customer Rep Associate II-HS

Lewiston , Maine , United States | Human Services | Full-time Apply by: Oct. 6, 2022 Apply with Linkedin Apply

Department of Health and Human Services (DHHS)Opening Date: September 23, 2022Closing Date: October 06, 202Job Class Code: 6594

Grade: 13 (Admin Services)

Salary: $15.85-$21.93/hourly

Position Number: 02000-3798

This is a limited period position.

Agency information:

The Department of Health and Human Services (DHHS) is dedicated to promoting health, safety, resilience, and opportunity for Maine people. The Department provides health and social services to approximately a third of the State’s population, including children, families, older Mainers, and individuals with disabilities, mental illness, and substance use disorders. The Department also promotes public health, operates two state psychiatric hospitals, and provides oversight to health care providers.

The Office for Family Independence (OFI) is responsible for administration of eligibility determination for a number of programs, including MaineCare, Temporary Assistance for Needy Families (TANF), Food Supplement, Fraud and Recovery, and Child Support. We have a vacancy in Lewiston, ME.

Job duties:

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

Minimum Qualifications:

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.

1. Outlook or comparable email applications.

2. Excel or comparable spreadsheet applications.

3. MS Word or comparable word processing applications.

4. Receptionist or customer assistance by phone.

5. Data entry (entering data and narratives)

Application Information:

Please submit all documents or files in a PDF or Word format.

For additional information about this position please contact Marcus Hatch at or (207) 890-6810.

To request a paper application, please contact Ashley Smith at . To apply, please upload a resume, cover letter, and transcript (transcript needed only if education is used to meet the minimum qualifications).


No matter where you work across Maine state government, you find employees who embody our state motto-“Dirigo” or “I lead”-as they provide essential services to Mainers every day. We believe in supporting our workforce’s health and wellbeing with a valuable total compensation package, including:

+ Work-Life Balance – 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 ($10,150.80-$11,345.04 annual value), depending on salary. Use this chart to find the premium costs for you and your family, including the percentage of dependent coverage paid by the State.

+ Health Insurance Premium Credit – Participation decreases employee-only premiums by 5%. Visit the Office of Employee Health and Wellness for more information about program requirements .

+ Dental Insurance – The State of Maine pays 100% of employee-only dental premiums ($350.40 annual value).

+ Retirement Plan – The State of Maine contributes 13.16 % of pay to the Maine Public Employees Retirement System (MainePERS), on behalf of the employee.

+ Gym Membership Reimbursement – Improve overall health with regular exercise and receive up to $40 per month to offset this expense.

+ Health and Dependent Care Flexible Spending Accounts – Set aside money pre-tax to help pay for out-of-pocket health care expenses and/or daycare expenses.

+ Public Service Student Loan Forgiveness – The State of Maine is a qualified employer for this federal program. For more information, visit the Federal Student Aid office .

+ Living Resources Program – Navigate challenging work and life situations with our employee assistance program.

+ Parental leave is one of the most important benefits for any working parent. All employees who are welcoming a child-including fathers and adoptive parents-receive four weeks of fully paid parental leave . Additional, unpaid leave may also be available, under the Family and Medical Leave Act ( .

+ Voluntary Deferred Compensation – Save additional pre-tax funds for retirement in a MaineSaves 457(b) account through payroll deductions.

+ Learn about additional wellness benefits for State employees from the Office of Employee Health and Wellness ( .

Maine State Government is an Equal Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide reasonable accommodations to qualified individuals with disabilities upon request.

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Job Posting: JC224736308

Posted On: Sep 26, 2022

Updated On: Oct 09, 2022