CALL Center Services Representative II - 60040094

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:

• 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 include hiring only U.S. citizens and lawfully authorized alien workers, background screening requirements, and benefit recovery screening for candidates applying to positions in the Economic Self-Sufficiency Program.