Customer Service Representative 1 supporting MaineCare in Augusta, ME

Duties & Responsibilities:

• Respond to Inbound/Outbound Call Inquiries;
• Initiate outbound calls to follow up with previous contacts and to respond to voicemail messages
• Demonstrate superior customer service skills, including but not limited to professionalism, active listening, and showing understanding
• Resolve issues based on policy, procedure, and program rules
• Responsible for creating accurate documentation of all calls, questions, complaints, demonstrating the steps taken resolve the inquiry
• Responsible for developing excellent working knowledge of operating systems required to fulfill job responsibilities;
• Expected to respond to all inquiries in a professional, friendly and timely manner
• Responsible for learning program rules of assigned projects to ensure ability to respond to Customer Service inquiries.
• The hours for this role will be either 9:00am-5:30pm or 9:30am-6:00pm Monday through Friday.

Required Skills:

• Ability to communicate effectively and work in a team environment
• Must be computer literate and have MS Word, Excel, Outlook, and internet skills
• Ability to exercise independent judgment, based on policy and procedure
• Attention to detail and accuracy
• Ability to meet deadlines and adhere to established standards
• Excellent verbal and written communication skills

Basic Qualifications:

• High School degree or GED
• Experience:
• 6-month call center experience or 1 year of customer service in an office setting
• Bilingual a plus

Working Conditions:

Office Setting/Call Center

SUPERVISORY RESPONSIBILITY

The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties, responsibilities or skills of personnel so classified.