Centrex Operator
State of Florida
full-time
Posted on:
Location Type: Office
Location: Tallahassee • Florida • United States
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Salary
💰 $15 - $17 per hour
About the role
- 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.
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.
- 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.
- Knowledge of telephone protocol during disaster-related events.
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.
- Seasonal and part-time OPS employees (less than 30 hours average per week) refer to the links above for detailed eligibility requirements.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
intake documentationcase documentationcall trackingcall managementdata entrymulti-line phone system operationhigh-volume call traffic managementtelephone protocoladministrative supportreporting requirements
Soft Skills
organizational skillsanalytical skillsinterpersonal skillsprofessionalismcalmness under pressurecommunication skillsability to handle sensitive callerstime managementattention to detailproblem-solving