Eligibility Customer Service Specialist

Eligibility Customer Service Specialist

Early Learning Coalition of Northwest Florida The Early Learning Coalition of Northwest Florida is seeking a detail-oriented and customer-focused Eligibility Customer Service Specialist to join our Operations Team. This position serves as the first point of contact for families seeking School Readiness (SR) and Voluntary Prekindergarten (VPK) services. The Specialist supports the Eligibility Team by triaging incoming communications, assisting families through the eligibility process, and providing outstanding customer service while ensuring compliance with state requirements. The successful candidate will possess excellent communication, organizational, and problem-solving skills and thrive in a fast-paced environment while maintaining accuracy and confidentiality.

Essential Duties and Responsibilities

• Internally triage incoming communications to the Eligibility Team.
• Answer routine customer questions regarding School Readiness (SR), VPK, eligibility, and case status.
• Route complex inquiries to the assigned Eligibility Specialist and copy the Eligibility Program Coordinator.
• Assist customers with Florida Single Sign-On (SSO), Multi-Factor Authentication (MFA), and EFS MOD technical issues.
• Return customer calls within 48 hours.
• Assist with approving School Readiness and VPK applications.
• Provide exceptional customer service in virtual and in-person environments.
• Maintain accurate case notes and client records.
• Determine parent eligibility, co-payments, and billing groups using supporting documentation.
• Utilize Coalition databases and software to complete eligibility functions.
• Maintain the School Readiness Wait List and process VPK registrations, enrollments, and transfers.
• Report suspected fraud according to Coalition procedures.
• Perform other duties as assigned.
• Associate Degree in Business Management, Business Administration, Public Administration, or related field; OR
• High School Diploma/GED with at least two (2) years of experience in eligibility, enrollment services, customer service, or a related field.
• Strong organizational, analytical, and communication skills.
• Proficiency in Microsoft Office 365 and database systems.
• Knowledge of Florida early learning eligibility regulations preferred.
• Highly organized with exceptional attention to detail.
• Excellent customer service and communication skills.
• Analytical, resourceful, and able to manage multiple priorities.
• Ability to adapt to change and meet strict deadlines.
• Ability to maintain confidentiality and comply with Coalition policies.
• Office and remote work environment as designated.
• Prolonged computer and telephone use.
• Occasional lifting up to 25 pounds with assistance.
• Valid driver's license, reliable transportation, and required insurance.
• Telework requires reliable internet service.
• Health and dental insurance
• 401(k) retirement plan
• Flexible Spending Account (FSA)
• Company-paid life insurance and short-term disability
• Paid Time Off (PTO)
• Paid holidays
• Incentive bonus program eligibility (subject to Board approval)
• Successful Level II Background Screening
• Drug Screen
• Verification of education and employment eligibility
• Completion of all required onboarding documents

Minimum Education and Experience Requirements

Knowledge, Skills, and Abilities

Working Conditions

Benefits Offered

 Health and dental insurance

• 401(k) retirement plan
• Flexible Spending Account (FSA)
• Company-paid life insurance and short-term disability
• Paid Time Off (PTO)
• Paid holidays
• Incentive bonus program eligibility (subject to Board approval)

Job Details

Job Type: Full-time Salary Range: $18.00 – $21.00 per hour Closing Date: Open Until Filled

Employment Conditions

Early Learning Coalition of Northwest Florida is an Equal Opportunity Employer and Drug-Free Workplace.