Customer Representative Associate II-HS

Location: Wilton,Maine,United States

Department of Health and Human Services (DHHS)

Opening Date: April 11, 2025

Closing Date: April 25, 2025

Job Class Code: 6594

Grade:  13 (Admin Services)

Salary: $ 17.30-$ 24.91 per hour

Position Number: 02000-3795 & 02000-3787

Location: Wilton

This is a limited period position. 

Core Responsibilities:

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 supervisors 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.     Excel or comparable spreadsheet applications.
2.    MS Word or comparable word processing applications.
3.    Receptionist or customer assistance by phone.
4.    Data entry (entering data and narratives)

Thinking about applying?

Research shows that people from historically excluded communities tend to apply to jobs only when they check every box in the posting. If you’re currently reading this and hesitating to apply for that reason, we encourage you to go for it! Let us know how your lived experience and passion set you apart.

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 vacancies in Wilton, ME.

Application Information:

To apply, please upload a resume, cover letter, and transcript (transcript needed only if education is used to meet the minimum qualifications).

Please submit all documents or files in PDF format.

For questions, please contact Marcus Hatch at Marcus.Hatch@Maine.gov or (207) 890-6810.

To request a paper application, please contact Mandy.Hernandez@Maine.gov

To apply, please upload a resume, cover letter, and transcript (transcript needed only if education is used to meet the minimum qualifications).

Benefits of working for the State of Maine: