Customer Representative Associate II - Human Services

maine; Caribou (ME); Hybrid; USD 25,000 - 36,000; Full time

Benefits offered by this job

Work-Life Fit

Job summary

Department of Health and Human Services (DHHS) in Caribou, Maine, seeks a Customer Representative AssociateII‑HS to support Eligibility Specialists and deliver quality customer service to Maine's citizens regarding the eligibility application process. You will answer calls, provide basic case information, and inform clients about services available to them.

The role includes handling state policies, security and confidentiality, and coordinating approved client services, with partial telework

Qualifications

• 1) solid knowledge of customer service principles to assist the public with applications, fees, examinations, or social services with eligibility or compliance components.
• 2) ability to use independent decision-making on processes to follow information to process and actions to take per standard procedures.

Responsibilities

• Answer calls from clients and provide basic information about their cases and available services.
• Comply with state policies including information security and confidentiality requirements.
• Assist clients with reporting, eligibility, and compliance requirements; coordinate approved client services.
• Update case records and complete documentation requirements; inform supervisor of emergency trends in service needs.

Skills

Customer service

Phone support

Data entry

Education

Office/administrative support experience

Tools

Outlook

Excel

MS Word

Job description

Department of Health and Human Services (DHHS)

Opening Date: September 25, 2026

Closing Date: October 8, 2026

Job Class Code: 6594

Grade: 13 (Administrative Services)

Salary: $18.08 - $26.03 per hour

Position Number: 02000-1872

Location: Caribou

This position allows for partial telework with management approval.

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

Core Responsibilities

As a Customer Representative AssociateII‑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

To qualify for this position, 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.

Please submit a cover letter rating your skills in each of the following tasks/tools as: expert, skilled or novice.

• Outlook or comparable email applications.
• Excel or comparable spreadsheet applications.
• MS Word or comparable word processing applications.
• Receptionist or customer assistance by phone. Data entry (entering data and narratives)

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.

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 you