Call Center Services Representative

CALL CENTER SERVICES REPRESENTATIVE I -

Agency:
Children and Families | Position Number:  | Salary: $35,397.96 annually / $1,361.46 bi-weekly | Full-time work schedule: 40 hours per week, 8:00 am – 5:00 pm EST, Monday through Friday.

Preference for bilingual Spanish/English or Creole/English.

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. The role primarily involves 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 to collect and update 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.
• At least six (6) months working as a Call Center Services Representative I – OPS team member.
• Two years of experience in clerical activities or public contact experience.
• Must have the ability to attend an 8–12 week mandatory paid training course.

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

Working for the State of Florida includes competitive compensation, benefits, and retirement options.

• 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.

Candidates must successfully complete a State and National criminal history check and other background checks as required by Florida law. Employment may be terminated based on background results.

Veterans may receive preference in employment. Documentation must be provided to substantiate veteran status.

The State of Florida is an EEO employer.

The State of Florida supports a drug‑free workplace. Employees are subject to reasonable suspicion drug testing in accordance with Florida law.