CALL CENTER SERVICES REPRESENTATIVE OPS

Call Center Services Representative Ops

The State Personnel System is an E-Verify employer. Requisition No: 880736 Agency: Children and Families Working Title: Call Center Services Representative Ops - 60933688 Pay Plan: Temp Position Number: 60933688 Salary: 17.01 an hour Posting Closing Date: 08/06/2026

Full-time opportunities available Open Competitive This posting will be used to fill position vacancies in Ops. Current employees will be compensated in accordance with the DCF salary policy.

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, who possess 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.

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. Incumbents in this position report to the office, this is not a telework position.

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

What You Will Do:

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 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.