Customer Representative Associate II -HS

maine; Calais (ME); Hybrid; USD 36,000 - 52,000; Full time

Benefits offered by this job

Partial telework option

Job summary

The Department of Health and Human Services (DHHS) in Maine invites applications for a Customer Representative Associate II-HS in Calais. You will support Eligibility Specialists and guide Maine citizens through the eligibility process with friendly, accurate information.

Responsibilities include handling calls, updating case records, ensuring security compliance, coordinating services, and providing resources about benefits. Partial telework is possible with management approval.

Qualifications

• Strong knowledge of quality customer service principles and practices.
• Ability to use independent decision-making per standard procedures.

Responsibilities

• Assist Eligibility Specialists and provide quality customer service to Maine's citizens regarding the eligibility application process.
• Comply with state policies and security/confidentiality procedures for agency information.
• Handle calls from clients to answer eligibility questions and provide information on benefits.
• Assist clients with reporting, eligibility, and compliance requirements.
• Coordinate approved client services and update case records and documentation.
• Inform supervisor of emergency trends in service needs and provide resources to clients.

Skills

Customer service principles

Independent decision-making

Job description

Department of Health and Human Services (DHHS)

Opening Date: August 5, 2026
Closing Date: August 18, 2026
Job Class Code: 6594
Grade: 13 (Administrative Services)
Salary: $17.30 - $24.91 per hour
Position Number: 02023-1621
Location: Calais

Currently, this position is not eligible for visa sponsorship or STEM OPT extensions.

This position allows for partial telework with management approval.

Core Responsibilities:

• As a Customer Representative Associate II-HS you will serve in a supportive capacity to the Eligibility Specialists and provide quality customer service to Maine's citizens regarding the eligibility application process. The purpose of these positions is to answer calls from clients and provide basic information about their cases as well as information about services available to the client.
• Complying 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.
• Working with clients over the phone to assist with eligibility questions.
• Assisting clients with reporting, eligibility, and compliance requirements.
• Coordinating approved client services.
• Coding, computing, verifying, posting, reconciling, and/or updating standard documents.
• Updating case records and completing documentation requirements.
• Informing supervisor of emergency trends in service needs.
• Providing clients with information about how to apply for benefits.
• Confirming receipt of documents from clients.
• Replacing various cards clients use to access benefits.
• Providing information about resources to clients.
• Other duties as assigned

Minimum Qualifications:

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.

Agency information:

The Department of Health and Human Services (DHHS) is dedicated to promoting health, safety, resilience, and opportunity for Maine people. The Department provides health and social services to approximately a third of the State's population, including children, families, older Mainers, and individuals with disabilities, mental illness, and substance use disorders. The Department also promotes public health through the Maine Center for Disease Control and Prevention, operates two state psychiatric hospitals, and provides oversight to health care providers through the licensing division. DHHS is the largest executive branch department in Maine, employing over 3,000 people across the state.

The Office for Family Independence (OFI) is responsible for administration of eligibility determination for a number of programs, including MaineCare, Temporary Assistance for Needy Families (TANF), Food Supplement, Fraud and Recovery, and Child Support.

Application Information:

For questions about this position, please contact Marcus Hatch at [e-mail] or call [phone].

Please submit all documents or files in PDF or Word format.

To request a paper application, please contact [e-mail]

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 yourse