CENTREX OPERATOR - OPS - 65650178
About The Position
This is a professional Call Center position that assists the department’s in distributing information to callers and referring them to appropriate agencies. This position supports core call center operations while also providing dedicated support for departmental initiatives that require enhanced intake, documentation, coordination, and reporting functions. The position conducts detailed intake assessments, manages initiative-related calls and follow-up communications, and ensures accurate and timely data entry within the Correspondence Tracking System and the Five9 Phone System. Additionally, this position monitors caller trends, supports leadership reporting needs, and provides other communication and administrative functions for the Communications Office and the Division of Elder Opportunities. PAY: Salary will be commensurate with experience and qualifications, ranging from $15.00 to $17.00, hourly.
Requirements
- Ability to operate a multi-line phone system and manage high-volume call traffic.
- Ability to document detailed intake information accurately and efficiently across multiple data systems.
- Knowledge of and proficiency in the Five9 Phone System and the Correspondence Tracking System.
- Ability to track, assign, and monitor case-related information to ensure timely follow-up and resolution.
- Ability to handle multiple calls and projects simultaneously while maintaining accuracy and professionalism.
- Ability to assist the Communications Office and Division leadership when needed.
- Knowledge of Microsoft Office programs.
- Knowledge of various programs and services available to the elderly and other vulnerable populations.
- Strong organizational, analytical, and interpersonal skills.
- Ability to handle difficult or sensitive callers calmly, professionally, and appropriately.
- Ability to identify caller trends and communicate patterns or concerns to supervisory staff.
- Ability to work independently and in a team environment.
- Knowledge of telephone protocol during disaster-related events.
Responsibilities
- Answering the Department’s main phone lines
- Identifying the needs and barriers of callers, including complex or sensitive concerns
- Communicating available resources and programs and referring callers to appropriate agencies
- Conducting detailed intake documentation for initiative-specific calls, including fraud- and scam-related concerns (OSS)
- Managing calls and follow-up communications associated with departmental initiatives such as OSS
- Processing and responding to voicemails associated with call center operations and special initiatives such as OSS
- Tracking and documenting calls in the Five9 Phone System
- Entering and maintaining accurate case documentation, assignment emails, and activity notes within the Correspondence Tracking System
- Coordinating with internal units and Points of Contact to ensure timely routing and resolution of inquiries
- Communicating caller needs, trends, and patterns to the Call Center Supervisor and Division leadership, as requested
- Assisting with administrative tasks assigned by the Call Center Supervisor, Bureau leadership, or Division Director
- Supporting the implementation, tracking, and reporting requirements of departmental initiatives impacting the Call Center
- Providing general communication and administrative support to the Communications Office and the Division of Elder Opportunities
Benefits
- Participation in state group insurance (must meet eligibility requirements).
- Participation in the Florida Deferred Compensation Plan (457b).
- State of Florida 401(a) FICA Alternative Plan (tax deferred Retirement Savings Plan).
- Flexible Spending Accounts
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
