Department of Children and Families

CALL CENTER SERVICES REPRESENTATIVE II

This posting will be used to fill Career Service vacancies.

Multiple positions available.

This position is full-time, working 40 hours per week.

This position is for the Customer Contact Center and can be located anywhere in the State. 

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

Minimum qualifications:

• Must be a current Florida Dept. of Children and Families, Economic Self Sufficiency (ESS) Program Call Center employee, AND

• One (1) year Call Center experience in determining eligibility and/or processing changes as a Call Center Services Representative I (CCSR I).

Preference will be given to candidates with the following:

• More than 2 years (2+) of experience as an CCSR I or higher position.

What you will do:

This is an internal professional position in the  ESS Statewide Customer Contact Center The work includes reviewing and analyzing cases to evaluate the quality of services, conducting training and mentoring staff. The position also requires planning, evaluating, leading, and guiding staff towards continuous quality improvement.

This position has been designated as an essential position.  Incumbents are expected to work during emergency situations or natural disasters and may be required to work before, during and beyond normal work hours/days.

The Contact Center serves the public from 8:00 AM - 5:00 PM EST, Monday - Friday.

DUTIES AND RESPONSIBILITIES:

• Assists the Supervisor in mentoring and developing staff appropriately.  Reviews cases as assigned and tracks data as needed.  Serves as the supervisory back-up. Utilizes the FLORIDA computer system conducting comprehensive interviews, completing forms to verify information and documentation for purpose of collecting/updating data on applicants/recipients and their household members. Assists clients in obtaining documentation when necessary.

• Determines eligibility and authorizes timely and accurate benefits. This is evaluated based on the current performance indicators policy, and procedures for public assistance programs.

• Maintains assigned work responsibilities by taking prompt action on all case management activities.

• Conducts special desk reviews as needed, i.e., changes, alerts, data exchanges, sanctions, fraud referrals, etc.

• Processes special reports and maintains case records.

• Maintains required procedural materials. Identifies cases of possible fraud overpayment and over issuance for referral to the Benefit Recovery Unit.  Responds to customer communications in a professional and timely manner and makes referrals to community partners as appropriate.  Takes corrective action on quality control reports and monitoring reports.

• Attends and participates in supervisory conferences, meetings, trainings, workgroups, and quality initiatives.

• Handle customer inquiry calls.

• Complete other related duties as assigned.  

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.

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

DCF Employment Requirements:

1. We hire only U.S. citizens and lawfully authorized alien workers.
2. 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 you will be required to repay all benefits received depending upon the date of your retirement.
3. The position will perform all job tasks in accordance with laws, rules, regulations, policies, and requirements applicable to state and federal laws or procedures.
4. SELECTIVE SERVICE: 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) before their 26th birthday or have a Letter of Registration Exemption from the SSS. Verification of Selective Service registration will be conducted prior to hire. For more information, please visit the SSS website: http://www.sss.gov
5. 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 be terminated based 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 of Investigation (FBI) and may include local criminal history checks through local law enforcement agencies. Employees will be retained in 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.
6. BENEFIT RECOVERY SCREENING Candidates applying to positions in the Economic Self-Sufficiency Program will have a Benefit Recovery check completed.

If you experience problems applying online, please call the  People First Service Center at (877) 562-7287.