CALL CENTER SERVICES REPRESENTATIVE OPS - 60934007

Florida; Tampa (FL); On-site; USD 28,000 - 42,000; Full time

Job summary

Florida Department of Children and Families in Tampa/Largo is seeking a Call Center Services Representative to handle eligibility inquiries, enter data into the agency's system, and assist Florida residents with government assistance programs.

The role is office-based, full-time, 40 hours per week, Monday through Friday, 8:00 am to 5:00 pm EST. Bilingual candidates in Spanish/English or Creole/English are preferred. Training is 8–12 weeks and incumbent must report to the office.

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.

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 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.

Skills

Customer service

Typing

Computer skills

Bilingual Spanish/English

Job description

CALL CENTER SERVICES REPRESENTATIVE OPS - 60934007

FloridaDepartment of Children and Families

Postions in Tampa and Largo, Florida

Preference forBilingual inSpanish/English or Creole/English

Open Competitive

This is not a telework position, incumbents report to the office.

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

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 positionis 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.

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

Employees maybe 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 REQUIREMENTOnly 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 on 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 the candidate begins employment before the background results are received, reviewed for any disqualifying offenses, and approved by the Department.

Background investigations shall include, but not be limited to, fingerprinting for State and national criminal records check through the Florida Department of Law Enforcement (FDLE) and Federal Bureau ofInvestigation (FBI) and may include local criminal history checks through local law enforcement agencies. Employees will beretainedin state and national rap back program, providing real-time arrest hit notifications.

No applicant may begin employment until the background screening results are received, reviewed for any disqualifying offenses, and approved by the Agency. Background screening shall include, but not be limited to fingerprinting for State and Federal criminal records checks through the Florida Department of Law Enforcement (FDLE) and Federal Bureau of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies.

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

TAMPA, FL, US, 33612 TAMPA, FL, US, 33625 LARGO, FL, US, 33770 TAMPA, FL, US, 33609 TAMPA, FL, US, 33616 TAMPA, FL, US, 33610 TAMPA, FL, US, 33617 TAMPA, FL, US, 33613 LARGO, FL, US, 33777 TAMPA, FL, US, 33606 TAMPA, FL, US, 33611 TAMPA, FL, US, 33614 TAMPA, FL, US, 33602 TAMPA, FL, US, 33619 LARGO, FL, US, 33778 TAMPA, FL, US, 33620 TAMPA, FL, US, 33615 TAMPA, FL, US, 33607 TAMPA, FL, US, 33672 LARGO, FL, US, 33773 LARGO, FL, US, 33774 TAMPA, FL, US, 33680 LARGO, FL, US, 33771 TAMPA, FL, US, 33626 TAMPA, FL, US, 33618 TAMPA, FL, US, 33637 TAMPA, FL, US, 33604 TAMPA, FL, US, 33605 TAMPA, FL, US, 33634 TAMPA, FL, US, 34748

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.