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Customer Support Services Agent I
2 months ago
Location:
Various locations across Florida
Agency:
Department of Children and Families
Position Overview:
This role is designed for individuals who are committed to assisting families in need and promoting self-sufficiency. As a Customer Support Services Agent I, you will play a crucial role in providing essential support related to public assistance eligibility in a call center environment.
Key Responsibilities:
- Respond to general inquiries regarding eligibility requirements, application processes, case statuses, and benefit information.
- Handle a variety of eligibility-related tasks within specified timeframes.
- Educate clients on the features and benefits of the My ACCESS Account, including assistance with account setup and password resets.
- Resolve issues related to Electronic Benefit Transfer (EBT) ACCESS cards.
- Conduct brief interviews to gather and update necessary information for applicants and recipients of public assistance programs.
- Request additional information and verification needed to establish or maintain eligibility for public assistance programs.
- Ensure thorough and accurate documentation of electronic case records.
- Assist clients with referrals to other agencies and community resources.
- Identify and assess potential fraudulent situations.
- Analyze and interpret data from various sources, entering it accurately into a computerized system.
- Maintain cooperative working relationships with the public and colleagues.
Qualifications:
Applicants must possess a High School diploma, GED, or equivalent certificate. Preference will be given to candidates with at least one year of experience in customer service or related fields. Bilingual candidates in Spanish/English or Creole/English are encouraged to apply.
Work Environment:
The call center operates from 7:00 AM to 6:00 PM EST, Monday through Friday, with peak hours from 8:00 AM to 5:00 PM. Evening hours may be required.
Benefits:
Working for the State of Florida offers a competitive benefits package, emphasizing employee well-being and professional growth. The Department of Children and Families is dedicated to creating a supportive work environment that fosters opportunities for advancement and training.
Mission:
The Department of Children and Families is committed to partnering with local communities to protect vulnerable populations, promote strong families, and enhance personal and family recovery and resilience.
