Customer Representative Associate II

Location: Augusta,Maine,United States

Department of Labor - Bureau of Unemployment Compensation - Tax Division

Job Class Code: 6598
Grade:  13 (Administrative Services)
Salary: $34,944 - $48,360
Location: Augusta, ME

Opening Date: April 3, 2024

Closing Date:  April 21, 2024

 

Do you have a passion for customer service?

Maine Department of Labor, Unemployment Tax Division is seeing a Customer Representative to assist employers by finding answers and responding to customer questions and issues in an empathic professional manner. 

We offer a hybrid remote and in office work schedule.

Primary responsibilities include:  

• Assist employers and payroll companies with reporting, eligibility, and compliance requirements in a phone queue and through an online portal. 
• Account maintenance, data entry, processing mail, posting payments to employer accounts, and entering quarterly reports and corrections to previously filed reports.  
• File and/or update standard documents and financial transactions, such as bankruptcies, foreclosures, securities, and liens. 

Skills or knowledge required:

• Attention to Detail - Ability to verify, code, compute, and/or reconcile data on standard documents.
• Organization Skills - Ability to track documents for follow-up action.
• Ability to perform work requiring lifting and/or physical exertion may be required (mail pick/drop off). 
• Problem Solving – Ability to effectively resolve problems.
• Good Judgement – Ability to apprise situations and make decisions or recommendations. 
• Communication - Ability to assist employers over  the phone, or in writing, with reporting and compliance requirements.  
• Patience - Ability to assist potentially frustrated customers and providers with reporting, eligibility, and compliance requirements.

Minimum qualifications:

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.  All positions in this classification assume the qualifications of: Customer Representative Assistant I, Customer Representative Assistant II and Customer Representative Associate I. 

Contact information:

Barbara Crosier at 207-621-5157 or barbara.crosier@maine.gov

Application Instructions:

Interested applicants need to apply online by selecting the "Apply for this opening" button along with uploading a cover letter, current resume, and copies of any transcripts or certifications you wish to have considered while evaluating your application.  In order for us to properly determine if you meet the minimum qualifications for any posting, you must be sure your resume includes month and year for any experience listed along with the duties and responsibilities associated with each particular time period.  Any experience that was not full-time employment should be identified as such. 

If you require a paper application, please download and print one here https://www.maine.gov/bhr/state-jobs/application-process or contact our office at 207-623-6700.  Paper applications for this posting should be submitted along with cover letter and resume before the closing date to Security & Employment Service Center, 45 Commerce Drive, Augusta, ME  04330 or faxed to 207-287-2018.  Be sure title of the job you are applying for is included.  Applications cannot be accepted after the posting closing date.  

Benefits of working for the State of Maine:

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 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