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Customer Representative Associate I-Northern Kennebec Valley CareerCenter-Hinckley

Opening Date: January 4, 2019

Closing Date: January 22, 2019

Job Class Code: 6514KVCC
Grade: 11
Salary: $ 27,060-$37,918

DESCRIPTION:

The Maine Department of Labor is seeking a professional hard working individual with excellent interpersonal and communication skills to fill an immediate opening at the Northern Kennebec Valley CareerCenter, Hinckley. The work involves intensive customer service work at a high-traffic office and includes greeting customers both over the phone and in person, providing information about services, referral agencies, and other available resources, processing invoices, and ordering supplies. It also involves assisting customers with CareerCenter resources such as computers, printed materials, and use of office equipment, and scheduling of workshops and staff appointments. Use of State and Department computer systems and internet applications will be required, including researching and retrieval of data as well as data-entry.

REPRESENTATIVE TASKS:

  • Correspond with the public over phone, email, and in person 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.
  • 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.
  • Interview, inform, and answer questions on program benefits, client/job compatibility, and reporting requirements.
  • Assess customer background, qualifications, and history to determine basic program match.
  • Schedule/make authorized referrals for services.
  • Monitor customer services for service delivery.
  • Post to, amend, and/or update web pages using established content and knowledge of modern office software.

KNOWLEDGE, SKILLS, & ABILITIES:

Entry Level:

  • Ability to query for information.
  • 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.
  • Knowledge of interviewing principles and techniques.
  • Knowledge of community resources.

Full Performance:

  • Knowledge of applicable service programs and resources.
  • Ability to stay current and understand, discusses, 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 confer with supervisor on performance appraisals for work team members.
  • Ability to make standard changes to web page content.

QUALIFICATIONS: In order to qualify one must possess training and experience in office and administrative support work that demonstrates competency in applying a solid knowledge of the principles of quality customer service and the ability to perform complex work in assisting the public. The successful candidate must also possess the ability to use independent judgment in handling work assignments, priorities and schedules.

Preferred Competencies:

  • Excellent communication skills including ability to handle and defuse stressful situations with difficult customers;
  • Resiliency
  • Ability to communicate in multiple languages;



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