Requisition No: 825326

Agency: Children and Families

Working Title: CALL CENTER SERVICES REPRESENTATIVE I - 60047498

Pay Plan: Career Service

Position Number: 60047498

Salary: $34,398.00 annually/$1,323.00 bi-weekly/$16.54 an hour

Posting Closing Date: 03/25/2024

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Call Center Services Representative

Department of Children and Families

Blountstown, Florida

Open Competitive

Bi-Lingual Preferred

This posting will be used to fill position vacancies in OPS, Career Service or both.

Current employees will be compensated in accordance with the DCF salary policy.

Families requesting public 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 public 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 public 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.

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

The call center serves the public from 7:00 AM - 6:00 PM EST, Monday - Friday.

• Peak hours of operation are 8:00 AM to 5:00 PM, Monday - Friday.
• New hire training and regular work schedules may differ from peak work times.
• Evening hours may be required.

Qualifications:

• Must have a High School diploma, GED, or equivalent certificate.
• Preference will be given to applicants who have at least one year (12 months) work experience in customer service, interviewing, recruiting, investigating, accounting, processing insurance policies or determining eligibility.
• Ability to attend an 8 - 12-week mandatory training course.

Additional Information/Requirements:

All eligible candidates will be required to complete a skills assessment to include the following tests, which requires successful completion for advancement to the next step in the hiring process:

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 public assistance programs.
• Requests all additional information/verification required to establish or continue eligibility for public assistance programs. Ensures electronic case records are documented thoroughly and properly.
• Assists 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.

Additional Information/Requirements

• Incumbents may be expected to work during emergency situations or natural disasters.
• Incumbents may be eligible for telework if they have completed training and meet or exceed all performance expectations. (High speed internet required to work from home).
• The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.

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 www.mybenefits.myflorida.com.

About Department of Children and Families:

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.

To learn more please visit https://www.myflfamilies.com/.

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, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications.
• It is unacceptable to use the statement “See Resume” in place of entering work history.

EMPLOYMENT DISCLOSURES

BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self-Sufficiency Program may have a Benefit Recovery check completed to validate current or former public assistance case information and check for outstanding overpayments before completing the hiring process.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.