Call Center Agent

Job Description and Duties

In all job functions, employees are responsible for creating an inclusive, safe, and secure work environment that values diverse cultures, perspectives, and experiences, and is free from discrimination. Employees are expected to provide all members of the public equitable services and treatment, collaborate with underserved communities and tribal governments, and work toward improving outcomes for all Californians.

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The Program Technician III serves as the Call Center's first point of contact to consumers and licensees, providing intake/screening of incoming calls to determine appropriate level of assistance required. This includes assisting callers with their application or payment questions and troubleshooting technical issues for the BreEZe online services portal that is available for DCA applicants and licensees. Phone agents educate the public by providing information to consumers in relation to general consumer issues that inform the public of basic laws, rules, regulations, and policies. Agents provide departmental licensees and consumers referrals to the appropriate government agencies and private sector resources.

You will find additional information about the job in the .

Working Conditions

Candidates who reside outside of the State of California may be admitted to the job interview. However, they must reside in the State of California once they are hired and start working.

The incumbent works 40 hours per week in an office setting, with artificial (LED) light and temperature control. The following are essential to this job:

Daily access to and use of a personal computer and telephone. Use of a computer mouse and minimal intermittent keyboarding (computer and phone keypad) is required (key data entry only; continuous typing is not performed). Stationery positions consistent with Call Center work are required. Motorized workstations and wireless or wire headsets are utilized to allow sitting, standing and mobility while working.

A hybrid telework schedule is available.

Effective July 1, 2025, the State of California implemented the Personal Leave Program 2025 (PLP 2025) which reduces an employee's monthly salary in exchange for leave credits. Employees appointed to this classification will have their monthly salary reduced and will accrue hours of PLP 2025 on the first day of each pay period as outlined on "Section 2113 - Personal Leave Program (PLP)" of the CalHR Manual. The salary range(s) included on this job posting do not reflect the reduction in pay.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• Call Center experience
• Customer Service skills
• Strong communication skills
• Flexibility - ability to work in a fast-paced environment and adapt to change quickly
• Problem-solving skills
• Technical Proficiency
• Dependability

Benefits

Benefit information can be found on the CalHR website and the CalPERS website.

FREE PARKING

CAFE ON-SITE

Additional Instructions

If you are using education to meet the minimum qualifications, as specified in the classification specification ( please include a copy of your degree or unofficial transcripts with your application package. Please be aware that if you are selected for the position, you will be required to submit official sealed transcripts.

Using the online application system as specified in the announcement is the preferred method for applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement.

Do not include confidential information such as social security numbers, date of birth, marital status, equal employment opportunity data, examination scores, and LEAP information.

Applicants who wish to submit hard copy applications shall use the most current version of the State application (STD. 678).

Applicants who fail to submit the most current version of the STD. 678 may be disqualified.

Multiple positions may become available.

Electronic Submission:

Application and any applicable required documents may be submitted electronically through CalCareers account. The application packages must be received electronically by 11:59 p.m. on the final filing date as state on the job vacancy announcement.

U.S Postal Service Mail:

Application and any applicable required documents may be submitted by mail. The envelope must be postmarked before or on the final filing date as stated on the job vacancy announcement.

Hand Delivery:

Application and any applicable required documents may be hand delivered by 5:00 p.m. on the final filing date as stated on the job vacancy announcement. Application packages postmarked, personally delivered, or received via interagency mail after 5:00 p.m. on the final filing date will not be accepted for any reason. Do not submit applications to the California Department of Human Resources (CalHR). Drop off location may be non-operational on weekends and holidays.

Please note the CalCareer system will not allow you to make changes to your application information once it is submitted. If you have updates to your online application after you have submitted it, please contact [email protected]. For all other questions, regarding your CalHR CalCareer account, you may contact the CalCareer unit at (866)844-8671.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.