CALL CENTER SERVICES REPRESENTATIVE II - 60066540

CALL CENTER SERVICES REPRESENTATIVE II - 60066540

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 :

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 include :

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 :

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

The State of Florida is an Equal Opportunity Employer / Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

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.

VETERANS' PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans' Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans' Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.