CLIENT RELATIONS COORDINATOR - 60073566

State of Florida • Tallahassee, FL

4d • $47,000 - $53,000 • Onsite

About The Position

The Department of Children and Families Office of Enterprise Support ensures escalated client issues for the Department are resolved on time and with excellence. The team strives to provide professional and accurate handling of all sensitive customer issues with high levels of empathy and respect. This is a highly responsible position requiring both dedication to high-quality customer service and experience in health and human service system navigation. This position will provide professional responses to client issues using a model of empathy, respect, and care. The incumbent will use analytical and social work skills to assess and resolve escalated client issues while providing clear and respectful communication with the customer, department leadership, and other stakeholders. This is advanced professional work that ensures all client inquiries, regardless of source, are resolved on time and with excellence. Ensures precision and efficiency within the unit to provide the highest level of customer service. Identifies trends; analyzes, evaluates, and makes recommendations for statewide policy, training, or communication needs. Conducts special projects as assigned by the Client Relations Manager, Enterprise Support Director, or the Department of Children and Families Executive Leadership Team.

Requirements

• At least a high school diploma or GED.
• 3 years of experience in Economic Self Sufficiency.
• Knowledge of how to navigate Economic Self Sufficiency systems (i.e., Florida, Worker Portal, etc.).
• 3 years of experience in Client Relations and customer service work.
• Must be able to work from a DCF local office or Headquarters Mon-Fri, 8:00 am – 5:00 pm.
• Attendance is an essential function of this position.
• Must be able to work during emergency situations or natural disasters and may be required to work before, during and beyond normal work hours/days.
• Must successfully complete a State and National criminal history check.
• Must be registered with the Selective Service System (SSS) before their 26th birthday or have a Letter of Registration Exemption from the SSS if male and born on or after October 1, 1962.
• Must participate in the State of Florida Direct Deposit Program.
• Must be a U.S. citizen or lawfully authorized alien worker.

Nice To Haves

• Bilingual (English and Spanish or Creole) language skills preferred.
• Expertise in Medicaid (Family and Adult).
• Knowledge of data collection methods and analysis.
• Additional expertise in other department program areas such as child welfare, substance abuse and mental health, and adult services is preferred.

Responsibilities

• Produce responses to complex client issues received from partner agencies and department leadership, many of which involve multiple stakeholders or sister agencies. This response must be complete, accurate, timely, and delivered with respect.
• Facilitate short-term projects using project management skills to resolve complex issues with multiple parties. Example activities: identify appropriate team members, schedule and facilitate meetings, gather documents, produce summaries, develop plans for resolution, meet plan timeframes, and ensure consistent communication with the team and the customer.
• Provide written and verbal communications for clients and stakeholders of exceptional quality. Communicate information in a way that is understandable, actionable, and responds fully to each request or concern raised.
• Acquire and maintain sufficient systems knowledge of program areas to effectively collaborate, analyze responses, and produce quality communications.
• Identifies trends; analyzes, evaluates, and makes recommendations for statewide policy, training, or communication needs.
• Conducts special projects as assigned by the Client Relations Manager, Enterprise Support Director, or the Department of Children and Families Executive Leadership Team.

Benefits

• No state income tax for residents of Florida.
• Annual and Sick Leave benefits.
• Nine paid holidays and one Personal Holiday each year.
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options.
• Retirement plan options, including employer contributions.
• Flexible Spending Accounts.
• Tuition waivers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED