CALL CENTER SERVICES REPRESENTATIVE II - ESS Customer Contact Center

State of Florida • Tampa, FL

392d

About The Position

The Call Center Services Representative II position is a full-time role within the Department of Children and Families, specifically in the Economic Self Sufficiency (ESS) Program. This essential position involves mentoring staff, conducting case reviews, and ensuring the accurate determination of eligibility for public assistance programs. The representative will work in a customer call center environment, providing support and guidance to clients while maintaining compliance with policies and procedures.

Requirements

• Must be a current Florida Dept. of Children and Families, Economic Self Sufficiency (ESS) Program Call Center employee.
• One (1) year Call Center experience in determining eligibility and/or processing changes as a Call Center Services Representative I (CCSR I).
• Willingness to travel to conduct assignments.

Nice To Haves

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

Responsibilities

• Assist the Supervisor in mentoring and developing staff appropriately.
• Review cases as assigned and track data as needed.
• Serve as the supervisory back-up.
• Utilize the FLORIDA computer system to conduct comprehensive interviews and complete forms for data collection.
• Assist clients in obtaining necessary documentation.
• Determine eligibility and authorize timely and accurate benefits.
• Maintain assigned work responsibilities by taking prompt action on all case management activities.
• Conduct special desk reviews as needed, including changes, alerts, data exchanges, sanctions, and fraud referrals.
• Process special reports and maintain case records.
• Maintain required procedural materials and identify cases of possible fraud for referral to the Benefit Recovery Unit.
• Respond to customer communications in a professional and timely manner and make referrals to community partners as appropriate.
• Take corrective action on quality control reports and monitoring reports.
• Attend and participate in supervisory conferences, meetings, trainings, workgroups, and quality initiatives.
• Handle customer inquiry calls.
• Complete other related duties as assigned.

Benefits

• Compensation in accordance with the DCF salary policy.
• Opportunities for professional development and training.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: No Education Listed