Call Center Services Representative Ops

CALL CENTER SERVICES REPRESENTATIVE OPS -

Requisition No: 877759 – Agency:
Children and Families –

Working Title:

CALL CENTER SERVICES REPRESENTATIVE OPS -

The primary function of this position is to provide support services related to government assistance eligibility in a call center setting. Responsibilities include processing a broad range of customer service activities and entering information into a computer-based eligibility system. Work is performed primarily with phone interactions with customers. This is not a telework position.

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

• Two years of experience in customer service, interviewing, recruiting, investigating, accounting, processing insurance policies, or determining eligibility.
• Ability to attend an 8-12 week mandatory paid training course.
• Bilingual in Spanish/English or Creole/English preferred.
• Must be a U.S. citizen.
• Any selected male candidate born on or after October 1, 1962, must be registered with the Selective Service System.
• Successful completion of a State and National criminal history check; background screening required prior to employment.

• May be required to work during emergency situations or natural disasters.
• Must work from the official office location, with potential remote work based on performance and tenure.
• Perform all job tasks in accordance with applicable state and federal laws, rules, regulations, and policies.

• 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 to collect and update required information on applicants and recipients and their household members.
• Request additional information/verification required to establish or continue eligibility for government assistance programs and maintain thorough electronic case records.
• Assist customers with referrals to other agencies and community resources.

Employees receive a highly competitive total compensation package, including health, dental, vision, retirement, and other benefits. (Further details are available upon request.)

Tampa, FL;
Largo, FL (33612, 33774, 33777, 33778, 33770, 33773, 33771)

The State of Florida is an equal opportunity employer. Pursuant to Florida Law, 110.211 F.S., the State of Florida is an EEO employer.