Call Center Services Representative Ops

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Date:
Sep 11, 2026

The State Personnel System is an E-Verify employer.

Requisition No:883485

Agency:
Children and Families

Working Title:

CALL CENTER SERVICES REPRESENTATIVE OPS -

Florida Department of Children and Families

Miami-Dade, Broward, Palm Beach and Monroe Counties, Florida

Preference for Bilingual in Spanish/English or Creole/English

Open Competitive

This posting will be used to fill position vacancies in OPS.

Current employees will be compensated in accordance withthe DCF salary policy.

Families requesting governmentassistancerequire time sensitive actions from strong, compassionate individuals who are dedicated toassistingthe vulnerable and promoting strong self-sufficient families. Successful candidates will make a tremendous positive impact on the lives of countless Floridians.

We are looking for people who are organized, whopossessexcellent computer and typing skills, are willing to learn governmentassistancepolicies and can engage with customers/citizens of Florida in a call center environment.

The primary function of this position is providing support services related to governmentassistanceeligibility 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. Incumbents in this position report to the office, this is not a telework position.

If this sounds like the job for you, please join our TEAM!

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.

Qualifications:

Two years of experience in customer service, interviewing, recruiting, investigating, accounting, processing insurancepoliciesordeterminingeligibility.

Must have the ability to attend an 8 - 12-week mandatory paid training course.

Preference for bilingual in Spanish/English or Creole/English.

Additional Information/Requirements:

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

Employees are required towork from the official office location.

The position will perform all job tasksin accordance withlaws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.

The typical duties include:

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 designatedtime 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 governmentassistanceprograms.

Requests alladditionalinformation/verificationrequiredtoestablishor continue eligibility for governmentassistanceprograms. Ensures electronic case records are documented thoroughly and properly.

Assists customers with referrals to other agencies and community resources.

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

Mission:
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.

With 12,000 employees across the state DCF promotes opportunities and training for all. Our jobs are among the most challenging, complex, and difficult in State government. They are also among the most rewarding.

Your People First Candidate Profile (application) must be completed in its entirety.

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,skillsand/or abilities as well as responsestopre-qualifying questions must be verifiable to…