CALL CENTER SERVICES REPRESENTATIVE OPS - 60911923

State of Florida; Miami (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

The Florida Department of Children and Families in Miami, FL is seeking a Call Center Services Representative OPS to handle government assistance eligibility inquiries by phone and manage data entry in a busy office setting.

The role is a full-time, on-site position with a standard 40-hour work week (8:00 am–5:00 pm EST, Mon–Fri). Bilingual skills are preferred; strong computer and typing skills are required.

Qualifications

• Two years of experience in customer service.
• Must have the ability to attend an 8 - 12-week mandatory paid training course.
• Preference for bilingual inSpanish/English or Creole/English.

Responsibilities

• 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 collecting and updating required information on applicants and recipients and their household members for all government assistance programs.

Skills

Customer service

Typing

Computer skills

Tools

Eligibility system

Job description

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CALL CENTER SERVICES REPRESENTATIVE OPS - 60911923

Date: Sep 11, 2026

The State Personnel System is an E-Verify employer.

Requisition No:883485

Agency: Children and Families

Working Title: CALL CENTER SERVICES REPRESENTATIVE OPS - 60911923

FloridaDepartment of Children and Families

Miami-Dade, Broward, Palm Beach and Monroe Counties, Florida

Preference for Bilingual in Spanish/English or Creole/English

Open Competitive

This posting will be used to fill position vacancies in OPS.

Current employees will be compensatedin accordance withthe DCF salary policy.

Families requesting governmentassistancerequire time sensitive actions from strong, compassionate individuals who are dedicated toassistingthe 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, whopossessexcellent computer and typing skills, are willing to learn governmentassistancepolicies 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 governmentassistanceeligibility 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.

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

The full-time work schedule is 40 hours per week, 8:00 am - 5:00 pm EST, Monday through Friday.

Employees may be requiredto work after their schedule to complete phone calls in the queue.

Qualifications:

Two years of experience in customer service, interviewing, recruiting, investigating, accounting, processing insurancepoliciesordeterminingeligibility.

Must have the ability to attend an 8 - 12-week mandatory paid training course.

Preference for bilingual inSpanish/English or Creole/English.

Additional Information/Requirements:

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

Employeesare required towork from the official office location.

The position will perform all job tasksin accordance withlaws, 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 designatedtime 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 governmentassistanceprograms.

Requests alladditionalinformation/verificationrequiredtoestablishor continue eligibility for governmentassistanceprograms. Ensures electronic case records are documented thoroughly and properly.

Assistscustomers with referrals to other agencies and community resources.

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:

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.

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,skillsand/or abilities as well as responsestopre-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

US CITIZEN REQUIREMENT Only US citizens and lawfully authorized alien workers will be hired.

SELECTIVE SERVICE SYSTEM REGISTRATION

All selected male candidates born on or after October 1, 1962, will not be eligible for hire or promotion into an authorized position unless they are registered with the Selective Service System (SSS). Verification of Selective Service registration will be conducted prior to hire . For more information, please visit the SSS website: http://www.sss.gov .

RETIREE NOTICE

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be suspended or voided, and yourequiredto repay all benefits received depending upon the date of your retirement.

BACKGROUND SCREENING REQUIREMENT

It is the policy of the Florida Department of Children and Families that any candidate being considered for employment must successfully complete a State and National criminal history check as a condition of employment, and also be screened in accordance with the requirements of Chapter 435, F.S., and, if applicable, Chapter 408, F.S. Employment may beterminatedbased on the background investigation results if such candidate begins employmentbefore the background results are received, reviewed for any disqualifying offenses, and approved by the Department.

BENEFIT RECOVERY SCREENING

Candidates applying to positions in the Economic Self-Sufficiency Program may have a Benefit Recovery check completed tovalidatecurrent or former governmentassistancecase information and check for outstanding overpayments before completing the hiring process.

If you experience problems applying online, please call the People First Service Center at [phone].

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.

Location:

• MIAMI, FL, US, 33128
• WEST PALM BEACH, FL, US, 33401
• KEY WEST, FL, US, 33040
• HOLLYWOOD, FL, US, 33019
• FORT LAUDERDALE, FL, US, 33301

For assistance, call the People First Service Center at [phone] Monday - Friday, 8:00 a.m. to 6:00 p.m., Eastern time. Pursuant to Florida Law, 110.211 F. S., the State of Florida is an EEO employer.