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Career Opportunity Bulletin

CUSTOMER REPRESENTATIVE ASSISTANT II

CODE:  651000    PAY GRADE:  7 ($10.38 - 14.54/hr.)

Value of State-paid Dental Insurance:  $13.69 biweekly

Value* of State-paid Health Insurance:

Level 1:  100% State Contribution (employee pays nothing):  $363.77 biweekly
Level 2:  95% State Contribution (employee pays 5%):  $345.58 biweekly
Level 3:  90% State Contribution (employee pays 10%):  $327.39 biweekly
Level 4:  85% State Contribution (employee pays 15%):  $309.20 biweekly

*The level of the actual value of state paid Health Insurance will be based on the employee’s wage rate and status with regard to the health credit premium program as of July 1, 2011.

Value of State’s share of Employee’s Retirement:  11.54% of pay


DATE UPDATED:  April 25, 2013

CLOSING DATE:  Until Canceled

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:

TYPICAL DUTIES in this job classification include:

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.

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:

 

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

   

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 have trained others or provided assistance to other staff in this area.

SECTION II:

I have:

None

Level 1

Level 2

Level 3

Effectively obtained routine, factual information from customers.

       

Effectively provided routine factual information to customers.

       

Typed form letters or similar documents.

       

Typed routine business documents from draft into final form.

       

Typed standard business correspondence from draft into final form using varied correspondence formats.

       

Organized manual filing systems.

       

Organized computerized filing systems.

       

Used alphabetical, numerical, and chronological filing systems.

       

Used alphabetical, numerical and chronological sub-filing systems.

       

Monitored and maintained office supplies.

       

Led the work and provided guidance to co-workers on a project or intermittent basis.

       

Searched for information by telephone and computer.

       

Prepared worksheets.

       

Performed data entry for data management.

       

Reviewed documents for completeness.

       

Opened mail.

       

Distributed mail.

       

Prepared mail for delivery.

       

Used a photocopier.

       

Made basic mathematical calculations.

       

Collected and counted money.

       

Reconciled money.

       

Provided routine factual information to customers.

       

Initiated phone calls on routine business matters.

       

Received and sorted informational materials such as books and publications.

       

Registered and issued informational materials such as books and publications.

       

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