Customer Representative Associate II - Anticipated Vacancy

Mainemuseums; Augusta (GA); Hybrid; Full time

Job summary

A leading government agency is seeking a detail-oriented Customer Representative to assist employers with reporting and compliance. This role offers a hybrid work schedule and requires strong customer service skills. Join a team dedicated to making a meaningful impact in the community.

Benefits

13 Paid Holidays

12 Days Sick Leave

3+ Weeks Vacation Leave

Health Insurance Coverage

Dental Insurance

Retirement Plan

Qualifications

• Experience in quality customer service and compliance assistance.
• Ability to use independent decision-making in standard procedures.

Responsibilities

• Assist employers with reporting and compliance requirements.
• Handle data entry and document management tasks.
• Provide customer support via phone and online.

Skills

Attention to Detail

Organization Skills

Problem Solving

Good Judgement

Communication

Patience

Education

Office and Administrative Support Experience

Job description

Department of Labor - Bureau of Unemployment/Tax

Job Class Code: 6598
Grade: 13/Administrative
Salary: $17.30-$24.91/Hour
Location: Augusta

Opening Date: May 12, 2025

Closing Date: May 27, 2025

Are you a detail-oriented problem-solver with a passion for customer service?

The Maine Department of Labor, Unemployment Tax Division, is looking for a Customer Representative to support employers and payroll companies with reporting, eligibility, and compliance requirements. This role requires strong attention to detail as you'll be handling payments, data entry, and document management. You'll use your customer service skills to provide exceptional communication via phone and online support. Enjoy the flexibility of a hybrid remote/in-office work schedule while making a meaningful impact in your community!

Primary responsibilities include:

• Assist employers and payroll companies with reporting, eligibility, and compliance requirements in a phone queue and through an online portal.
• Account maintenance, data entry, processing mail, posting payments to employer accounts, and entering quarterly reports and corrections to previously filed reports.
• File and/or update standard documents and financial transactions, such as bankruptcies, foreclosures, securities, and liens.

Skills or knowledge required:

• Attention to Detail - Ability to verify, code, compute, and/or reconcile data on standard documents.
• Organization Skills - Ability to track documents for follow-up action.
• Ability to perform work requiring lifting and/or physical exertion may be required. (pick up and drop off mail)
• Problem Solving – Ability to effectively resolve problems.
• Good Judgement – Ability to apprise situations and make decisions or recommendations.
• Communication - Ability to assist employers over the phone, or in writing, with reporting and compliance requirements.
• Patience - Ability to assist potentially frustrated customers and providers with reporting, eligibility, and compliance requirements.

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 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.

All positions in this classification assume the qualifications of:Customer Representative Assistant I,Customer Representative Assistant IIandCustomer Representative Associate I.

Preference will be given to those applicants:

Customer Service Experience Preferred

Contact information:

Questions about this position should be directed to Samuel Denson [e-mail]

Application Instructions:

Interested applicants need to apply online by selecting the "Apply for this opening" button along with uploading a cover letter, current resume, and copies of any transcripts or certifications you wish to have considered while evaluating your application.In order for us to properly determine if you meet the minimum qualifications for any posting, you must be sure your resume includes month and year for any experience listed along with the duties and responsibilities associated with each particular time period. Any experience that was not full-time employment should be identified as such.

If you require a paper application, please download and print one herehttps://www.maine.gov/bhr/state-jobs/application-processor contact our office at 207-623-6700. Paper applications for this posting should be submitted along with cover letter and resumebefore the closing dateto Security & Employment Service Center, 45 Commerce Drive, Augusta, ME 04330 or faxed to 207-287-2018. Be sure title of the job you are applying for is included. Applications cannot be accepted after the posting closing date.

Benefits of working for the State of Maine:

No matter where you work across Maine state government, you find employees who embody our state motto—"Dirigo" or "I lead"—as they provide essential services to Mainers every day. We believe in supporting our workforce's health and wellbeing with a valuable total compensation package, including:

• Work-Life Fit– Rest is essential. Take time for yourself using13 paid holidays,12 days of sick leave, and3+ weeks of vacation leaveannually. Vacation leave accrual increases with years of service, and overtime-exempt employees receive personal leave.
• Health Insurance Coverage– The State of Maine pays85%-95% of employee-only premiums ($11,196.96 - $12,514.32 annual value), depending on salary. Use this chart to find the premium costsfor you and your family, including the percentage of dependent coverage paid by the State.
• Dental Insurance– The State of Maine pays 100% of employee-only dental premiums ($387.92 annual value).
• Retirement Plan – The State contributes the equivalent of 13.29% of the employee's pay towards the Maine Public Employees Retirement System (MainePERS) for MSEA, or 18.09% for Confidential employees.

State employees are eligible for an extensive and highly competitive benefits package, covering many aspects of wellness. Learn about additional wellness benefits for State employees from the Office of Employee Health and Wellness.

Note: Benefits may vary somewhat according to specific collective bargaining agreements and are prorated for anything less than full-time.

There's a job and then there's purposeful, transformative work. Our aim is to create a workplace where you can learn, grow, and continuously refine your skills. Applicants demonstrate job requirements in differing ways, and we appreciate that many skills and backgrounds can make people successful in this role.

As an Equal Opportunity employer, Maine State Government embraces a culture of respect and awareness. We are committed to creating a strong sense of belonging for all team members, and our process ensures an inclusive environment to applicants of all backgrounds including diverse race, color, sex, sexual orientation or gender identity, physical or mental disability, religion, age, ancestry, national origin, familial status or genetics.

If you’re looking for a great next step, and want to feel good about what you do, we’d love to hear from you. Please note reasonable accommodations are provided to qualified individuals with disabilities upon request.

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.