Call Center Services Representative Ops

Position: CALL CENTER SERVICES REPRESENTATIVE OPS - 60933648 1

OPS Call Center Services Representative

Agency: Children and Families
Pay Plan: Temp
Position Number:
Salary: $17.01 an hour
Posting Closing Date: 01/19/2026

Families requesting government assistance require time sensitive actions from strong, compassionate individuals who are dedicated to assisting the 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, have excellent computer and typing skills, are willing to learn government assistance policies and can engage with customers/citizens of Florida in a call center environment.

Primary Function: 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 primarily consists of phone interactions with customers. Incumbents report to the office; this is not a telework position.

Schedule and Availability

• 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 insurance policies, or determining eligibility.
• 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 to work from the official office location with the potential to work remotely based on demonstrated satisfactory performance and tenure.
• The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.

Typical Duties

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

Knowledge, Skills, and Abilities

• Communicate with others to obtain and verify information concerning eligibility.
• Detect and evaluate potential fraudulent situations.
• Analyze and interpret written, numerical, and verbal data from various sources.
• Enter data accurately into a computerized system.
• Navigate through computer screens.
• Complete and review basic computer documents and other forms.
• Perform a variety of basic mathematical computations accurately.
• Establish and maintain cooperative working relationships with the public and staff.
• Use computers and related software packages.
• Follow written and oral directions and instructions.

Benefits of Working for the State of Florida

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:

For a more complete list of benefits, visit

About the Department of Children and Families

Mission: The mission of the Department 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…