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Career Opportunity Bulletin

CUSTOMER REPRESENTATIVE ASSOCIATE II

CODE:  659800    PAY GRADE:  13    ($12.48 – 17.48/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


LAST UPDATE:  June 29, 2012  

CLOSING DATE:  Until Canceled      

JOB DESCRIPTION:

This is office and administrative support work with a regulatory or eligibility component in assisting the public with applications, fees, examinations and/or services. Responsibilities require independent decision-making on the appropriate processes to follow, information to process, and actions to take in accordance with standard 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 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.

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

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

SECTION I

YES

Knowledge of the principles of quality customer service.

 

Knowledge of what actions reflect high-quality customer service.

 

Knowledge of programs and resources that have a compliance or eligibility component.

 

Knowledge of query and research techniques.

 

Ability to establish manual filing systems.

 

Ability to establish computerized filing systems.

 

Ability to code, post, and update data on standard documents.

 

Ability to type standard business correspondence from draft into final form using varied correspondence formats.

 

Ability to use alphabetical, numerical, and chronological filing systems.

 

Ability to use alphabetical, numerical and chronological sub-filing systems.

 

Ability to effectively receive and provide information to customers.

 

Ability to obtain routine, factual information from customers.

 

Ability to search for information.

 

Ability to track documents for follow up action.

 

Ability to make intermediate mathematical calculations.

 

Ability to prepare worksheets.

 

Ability to perform data entry for data management.

 

Ability to prepare standard reports.

 

Ability to apply to routine individual cases an explanation and interpretation of rules, policies and procedures, codes, or documentation requirements that pertain to the work.

 

Ability to detect informational errors and irregularities and take action as authorized.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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 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

Searched for information by using telephone and computer.

 
 
 
 

Initiated phone calls on routine business matters.

 
 
 
 

Coded, posted, and updated data on standard documents.

 
 
 
 

Verified, computed and reconciled data on financial documents.

 
 
 
 

Tracked documents and took follow up action.

 
 
 
 

Detected informational errors and irregularities and taken action as authorized.

 
 
 
 

Used alphabetical, numerical, chronological filing systems.

 
 
 
 

Used alphabetical, numerical and chronological sub-filing systems.

 
 
 
 

Explained eligibility or compliance requirements to customers.

 
 
 
 

Coordinated approved customer services.

 
 
 
 

Researched a topic to gather information.

 
 
 
 

Analyzed research results to make recommendations.

 
 
 
 

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

 
 
 
 

Provided ongoing leadership for a work team.

 
 
 
 

Applied to routine individual cases an explanation and interpretation of rules, policies and procedures, codes, or documentation requirements that pertain to the work.

 
 
 
 

Presented routine factual information to individuals or groups.

 
 
 
 

Provided technical assistance to others.

 
 
 
 

Provided ongoing leadership for a work team.

 
 
 
 

Effectively resolved problems with customers.

 
 
 
 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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 or similar software.

 
 
 
 

PowerPoint, or similar presentation software.