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Career Opportunity Bulletin

CUSTOMER REPRESENTATIVE ASSISTANT II

CODE: 651000 PAY GRADE: 7 ($9.86 - 13.98 /hr.)*

Value of State-paid Health and Dental Insurance: $336.80 biweekly*
Value of State’s share of Employee’s Retirement: 19.22% of pay*

*Effective July 1, 2008

OPENING DATE: June 30, 2008

CLOSING DATE: Until Closed

Only Employees With Promotional Status In The Executive Branch Of Maine State Government May Apply.

JOB DESCRIPTION:

This is office and administrative support work in providing routine detailed informational assistance to a diverse customer base. Responsibilities require making independent judgment in prioritizing assignments and selecting the most appropriate course of action within established operating procedures.

MINIMUM REQUIREMENTS:

In order to qualify, you must have training, education, or experience in office and administrative support work that demonstrates 1) competency in applying a general knowledge of the principles and practices of quality customer service to provide routine, detailed informational assistance to a diverse customer base; and 2) the ability to use independent judgment in prioritizing the work and selecting the most appropriate course of action within set procedures.

Section I of the Supplemental Qualifications Form includes all of the knowledges and abilities required to minimally qualify for this job classification. The final application evaluation score is based on the remaining sections of the Supplemental Qualifications Form.

GENERAL INFORMATION:

Qualified applicants will be placed on an Employment Register.
You must complete the on-line application for this job title. Paper applications will not be accepted for this job title.
Your application evaluation results will be e-mailed to the address you use to login to your online account.

TYPICAL DUTIES in this job classification include:

Explain, inform, and/or initiate calls on routine matters.
Work directly with the public providing customer services to library users.
Type varied routine business correspondence such as letters, reports, contracts, vouchers, and agendas from draft or original source documents to revised or final form.
Receive, sort, register, issue, monitor, and maintain informational materials as books and publications.
Organize and maintain computerized and/or manual files.
Monitor and maintain inventory/supplies.
Explain to the public how to operate applicable specialized equipment, upon completion of appropriate training.
May lead the work and provide guidance to co-workers on a project or intermittent basis.

The Bureau of Human Resources reserves the right to use any other selection devices necessary in order to identify those candidates who are most qualified.

APPLICATION INFORMATION:

You must complete the on-line application by logging on to our Web Page (www.maine.gov/bhr/state_jobs), clicking the Open Competitive Jobs link, and clicking Apply Now under this job title.

PAPER APPLICATIONS WILL NOT BE ACCEPTED FOR THIS JOB TITLE.

The Bureau of Human Resources is unable to provide copies of submitted materials.

Maine State Government is an Equal Opportunity/Affirmative Action Employer

SUPPLEMENTAL QUALIFICATIONS FORM

Customer Representative Assistant II (651000)

APPLICANT’S NAME:_________________________________________________________________

INSTRUCTIONS:

Your responses on this form will be the basis making a numerical evaluation of your background training and experience (your final score).
False or misleading statements may result in rejection of your Application for Employment or dismissal from Maine State Service if selected.
Statements made on this form and in your application are subject to verification by the Bureau of Human Resources and the Appointing Authority.

SECTION I - Minimum Requirements

Directions for Section I ONLY: Indicate if you have the knowledge or ability listed below. These are not tasks you need to have performed; however, you must indicate that you have the knowledge or ability to perform these tasks.

I have:	YES	NO
Knowledge of modern office practices.
Knowledge of spelling, punctuation, grammar, and business English.
Knowledge of the principles of quality customer service.
Knowledge of what actions reflect high-quality customer service.
Ability to use alphabetical, numerical, and chronological filing systems.
Ability to provide routine, factual information to customers.
Ability to obtain routine, factual information from customers.
Ability to make basic mathematical calculations.
Ability to type routine documents from final draft.
Ability to gather together routine information.
Ability to maintain manual files.
Ability to maintain computerized files.
Ability to accurately collect, count, record, and/or deposit monies.
Ability to review documents for completeness.

Directions for Sections II and III: Indicate your skill level by marking the appropriate boxes for each item listed. It is important that you be as honest as possible in your evaluation of your skills. If you are selected to be interviewed for one of these positions, you should anticipate the interviewer will have a copy of your self-evaluation and ask you to provide examples of your work experience or training that support your self-evaluation ratings. You may also be required to complete a performance test to demonstrate your proficiencies in selected skills.

Definitions:

None -	I have no training, education, or experience in this area.

Level 1 -	I have successfully completed training or coursework in this area, but I have no experience performing this task -OR- have some experience performing this task under close supervision.

Level 2 -	I have experience performing this task and am fully capable of performing this task independently.

Level 3 -	I have experience performing this task independently and am capable of training staff or providing assistance to other staff in this area.

SECTION II:

I have:	None	Level 1	Level 2	Level 3
I have effectively obtained routine, factual information from customers.
I have effectively provided routine factual information to customers.
I have typed form letters or similar documents.
I have typed routine business documents from draft into final form.
I have typed standard business correspondence from draft into final form using varied correspondence formats.
I have organized manual filing systems.
I have organized computerized filing systems.
I have used alphabetical, numerical, and chronological filing systems.
I have used alphabetical, numerical and chronological sub-filing systems.
Monitored and maintained office supplies.
I have led the work and provided guidance to co-workers on a project or intermittent basis.
I have searched for information by telephone and computer.
I have prepared worksheets.
I have performed data entry for data management.
I have reviewed documents for completeness.
I have opened mail.
I have distributed mail.
I have prepared mail for delivery.
I have used a photocopier.
I have made basic mathematical calculations.
I have collected and counted money.
I have reconciled money.
I have provided routine factual information to customers.
I have initiated phone calls on routine business matters.
I have received and sorted informational materials such as books and publications.
I have registered and issued informational materials such as books and publications.
I have applied to routine individual cases an explanation and interpretation of rules, regulations, policies, procedures, codes, and/or documentation requirements that pertain to the work.

SECTION III:

Computer Skills:	None	Level 1	Level 2	Level 3
Word processing
Spreadsheets
Databases
E-mail
Internet
Scanning/imaging for databases
Web publishing software such as Dreamweaver of similar software
PowerPoint, or similar presentation software