Customer Rep Associate

If you are a current State of Maine employee, you must complete your application through the internal application process (Find Jobs Report). Please apply using your PRISM account. If you are on Seasonal Leave and do not have access to PRISM, contact your local Human Resources representative for application information.

DESCRIPTION: This is a classification in the Support Customer Relations Job Family which provide quality customer service to citizens in order to assist in resolving questions and problems concerning state laws, services, and agency policies and procedures. This job family is distinguished by its primary role indirectly assist customers and by its reliance on effective public relations skills to meet customer needs.

This is complex customer service in assisting internal and external customers requiring a solid knowledge of the principles and practices of quality customer service. Positions in this classification provide office and administrative support work in directly and indirectly assisting customers in securing services such as communication transmissions, employment, ferry, social, or public services. Responsibilities require independent judgment in handling exceptions to established work assignments, priorities, and schedules.

REpresentative TASKS:

• Complies 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.
• Correspond with the public to receive/provide information and/or adjust complaints.
• Prepare worksheets and perform data entry.
• Query for data via telephone, computer, and/or written/oral communication.
• Examine documents/information, determine facts, detect errors and irregularities, and take action as authorized.
• Establish computerized and/or manual filing systems.
• Format and type standard business correspondence from draft or dictation into final form using varied correspondence formats.
• Write regular and/or periodic reports.
• Apply to routine individual cases an explanation and interpretation of applicable rules, regulations, policies, procedures, codes, and/or documentation requirements.
• May provide ongoing leadership for a work team with responsibility to schedule, instruct, assign, review, and monitor the work.
• May confer with supervisor on performance appraisals for work team members.

KNOWLEDGE, SKILLS, AND ABILITIES

REQUIRED:

• Ability to query for information.
• Ability to format and type standard business correspondence from draft or dictation into final form.
• Ability to establish computerized and/or manual filing systems.
• Ability to prepare worksheets and perform data entry.
• Ability to prepare standard reports.
• Ability to remain calm in stressful situations.
• Ability to communicate effectively.
• Ability to write clearly and effectively.
• Knowledge of applicable service programs and resources.
• Ability to stay current and understand, discuss, explain, and apply applicable laws, rules, regulations, policies, procedures, paperwork, and terminology.
• Ability to apply to routine individual cases an explanation and interpretation of applicable rules, regulations, policies, procedures, codes, and/or documentation requirements.
• Ability to determine facts, detects errors and irregularities, and take appropriate action in accordance with established procedures.
• Ability to exercise good judgment in appraising situations and making decisions/recommendations.
• Ability to provide ongoing leadership for a work team.
• Ability to confer with supervisor on performance appraisals for work team members.

Representative Tasks & KSA’s are cumulative across the Customer Relations Job Family. Positions in this classification assume ALL the Distinguishing Characteristics & KSA’s of:
Customer Representative Assistant I and Customer Representative Assistant II.

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 on matters such as communication…