CALL CENTER SERVICES REPRESENTATIVE II - ESS Customer Contact Center

Requisition No: 843249 

Agency: Children and Families

Working Title: CALL CENTER SERVICES REPRESENTATIVE II - ESS Customer Contact Center

 Pay Plan: Career Service

Position Number: 60064822 

Salary:  DCF Salary Policy will apply. 

Posting Closing Date: 12/18/2024 

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THIS IS AN INTERNAL AGENCY OPPORTUNITY. 

ONLY CURRENT DCF EMPLOYEES WILL BE ELIGIBLE. 

  

Department of Children and Families 

CALL CENTER SERVICES REPRESENTATIVE II  

 

This posting will be used to fill Career Service vacancies. 

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

This position is for the Customer Call Center and can be located anywhere in the State of Florida.   

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

Some travel may be required (limited travel). 

  

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) .

• Must be willing to travel to conduct assignments. 

  

Preference will be given to candidates with the following: 

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

  

 

POSITION DESCRIPTION 

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 call center serves the public from 8:00 AM - 5:00 PM EST, Monday - Friday. 

This is an internal professional position in the ESS Statewide Customer Call 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. 

  

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 quali