Call Center Services Representative

Requisition No: 886451

Agency:
Children and Families

Working Title:

CALL CENTER SERVICES REPRESENTATIVE I -  1

Pay Plan:
Career Service

Position Number:

Salary: $35,397.96 annually/$1,361.46 bi-weekly

Posting Closing Date: 11/02/2026

Location:

Jacksonville/Miami/Tampa, Florida

Preference for Bilingual in Spanish/English or Creole/English

Internal Only

This is not a telework position, incumbents report to the office.

This posting will be used to fill position vacancies in Career Service.

Current employees will be compensated in accordance with the DCF salary policy.

Total Compensation Estimator Tool

• The full-time work schedule is 40 hours per week, 8:00 am - 5:00 pm EST, Monday through Friday.
• Employees may be required to work after their schedule to complete phone calls in the queue.

Competitive Area Differential $36.80 bi-weekly for Miami Only.

The mission of the Department of Children and Families is to work in partnership with local communities to protect the vulnerable, promote strong and economically self-sufficient families, and advance personal and family recovery and resiliency.

To learn more please visit

The primary function of this position is providing support services related to government assistance eligibility in a call center setting. The work performed includes processing a broad range of customer service activities and entering information into a computer-based eligibility system. This career consists primarily of phone interactions with customers.

• Answers general inquiry eligibility questions related to program requirements, application processing, case status, and benefit information.
• Processes a variety of eligibility related work activities within designated time frames.
• Educates customers on the benefits and features of My ACCESS Account including account set-up and password resets.
• Resolves Electronic Benefit Transfer (EBT) ACCESS card issues.
• Conducts abbreviated interviews for the purpose of collecting and updating required information on applicants and recipients and their household members for all government assistance programs.
• Requests all additional information/verification required to establish or continue eligibility for government assistance programs. Ensures electronic case records are documented thoroughly and properly.
• Assists customers with referrals to other agencies and community resources.

• Must be a current DCF Employee AND
• At least six (6) months working as a Call Center Services Representative I
  -OPS team member AND
• Two years of experience in clerical activities or public contact experience AND

• Incumbents may be expected to work during emergency situations or natural disasters.

• No state income tax for residents of Florida.
• Annual and Sick Leave benefits.
• Nine paid holidays and one Personal Holiday each year.
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options.
• Retirement plan options, including employer contribution (For more information, please click
• Flexible Spending Accounts.
• Tuition waivers.
• And more!
• For a more complete list of benefits, visit

• Include supervisor names and phone numbers for all periods of employment.
• Account for and explain any gaps in employment so that the hiring process is not delayed.
• Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.
• It is unacceptable to use the statement “See Resume” in place of entering work history.
• This position is designated as an essential position. Incumbents are expected to work during emergency situations or natural disasters and may be required to work before, during and beyond normal work hours/days.

• We hire only U.S. citizens and lawfully authorized alien workers.
• If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be suspended or voided, and you will be required to repay all benefits received depending on the date of your retirement.
• The position will perform all job tasks in accordance with laws, rules,…