CONSUMER SERVICE ANALYST - 41001317

Requisition No: 692743 

Agency: Office of the Attorney General

Working Title: CONSUMER SERVICE ANALYST - 41001317

Position Number: 41001317 

Salary:  $35,000 

Posting Closing Date: 04/10/2023 

“This is a re-advertisement. Prior applicants need not re-apply”.

Do you like to help people?  Are you excited about making a difference?  Are you seeking a rewarding experience?  Are you a reliable, compassionate and professional employee? This job is for you! 

Our Organization and Mission:  The Office represents the State of Florida in state and federal civil and criminal courts, from trial courts to the Supreme Court of the United States.

Pay:  $35,000 annually

We are looking for positive, enthusiastic, and high energy people to join our team. We care about the success of our employees and are always improving our technology, our tools, our customer’s experiences, and ourselves.

Position Summary: This position is in the Florida Attorney General's Office of Citizen Services answering the Attorney General's Hotline. This position works with consumers telephonically to uphold the mission of the Office of Citizen Services to afford Florida citizens ready access to information about the duties and responsibilities of the Attorney General and to provide relevant, reliable, and timely information concerning consumer issues, scams, and frauds which would adversely impact their lifestyle and livelihood. We also function as Florida’s Price Gouging Hotline.

Qualifications:  A bachelor's degree from an accredited college or university.
Experience in consumer complaint program work, interviewing, business administration, customer or public relations, investigations, insurance, utilities engineering, or utilities rate analysis can substitute on a year-for-year basis for the required college education.

Preference will be given to applicants with:

• Advance computer skills 
• Experience in customer service
• Experience in consumer complaints
• Experience in customer resolution
• Experience in citizen advocacy

Preferred candidates must have excellent verbal and written communication skills, present clear speaking voice and a professional helpful demeanor; good typing skills and ability to follow written and verbal instructions is essential.

The Work You Will Do:  This position answers the Attorney General’s No Scam Hot Line which receives 250-500 calls daily on a variety of calls from Citizens.  

This position requires answering calls either sitting or standing at a desk, using wireless telephone headset, and a double monitor computer during the business hours of Monday - Friday 8:00am - 5:00pm.

If there is a declaration of emergency initiated by the Governor, this position may be subject to work beyond the normal schedule hours or days for this position, including Saturday and Sunday.

Regular attendance and punctuality are essential functions of this position.

The incumbent will be responsible for, but not limited to the following:

• Answering calls in English
• Maintain high standards of professionalism, diplomacy, and patience while handling difficult situations.
• Process 7-12 calls per hour, a minimum of 30 calls a day, and type 35 words per minute.
• The average call length is 3-7 minutes, but calls can run longer based on issue.　
• Accurately use phones settings such as AuxWork throughout the duration of the shift.
• Simultaneously check various databases for case related issues while providing resources to the callers. 
• Type clear, accurate, and concise notes summarizing the call in the Hotline database.
• Answering public inquiries concerning the agency and state government and analyzing consumer complaints received on a consumer hotline, determine agency jurisdiction, referring complaints to the proper agency or company, and/or resolving complaints
• Looking for patterns of consumer complaints and escalating to appropriate staff for review. 

KNOWLEDGE, SKILLS, AND ABILITIES: 

• Ability to plan, organize, and coordinate work assignments. 
• Ability to communicate effectively in English.
• Ability to utilize problem-solving techniques.
• Ability to conduct fact-finding research.
• Ability to research and resolve escalated inquiries with minimum guidance.
• Ability to concisely summarize notes.
• Ability to answer live calls for 8 hours a day.
• Ability to multitask.

 **The selection process will include a skills assessment exercise, which requires a minimum score of 15 out of 20 to advance to the interview stage*

Where You Will Work:  This position is in Tallahassee, Florida. Tallahassee offers everything from a vibrant arts and culture scene to great sports rivalries. It is a true college town that includes Florida State University, Florida A&M, and several smaller schools. As Florida’s capital city and a college town, you can expect a feeling of connectedness and the economic benefits that come with being in the center of state government. In addition, the capital city also offers an abundance of outdoor recreation for all ages, a diverse foodie scene and a ton of family-friendly festivals and activities year-round.  

Tallahassee is a small to mid-size city known for its parks and rolling red hills.  Nestled in north Florida’s panhandle, it is known as a sportsman’s paradise. It is located just 22 miles from the beautiful Gulf of Mexico, which is home to some of the world’s top beaches.  In addition, the State of Florida has no state income tax for its residents.

The Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• 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 option.
• Retirement plan options, including employer contributions (For more information, please click www.myfrs.com).
• Flexible Spending Accounts
• Tuition waivers.
• And more!
• For a more complete list of benefits, visit www.mybenefits.myflorida.com.

IMPORTANT NOTICE:  To be considered for the position, all applicants must:

Submit a complete and accurate application profile necessary for qualifying such as dates of service, reason for leaving, etc.   In addition, all applicants must ensure all employment and/or detailed information about work experience is listed on the application (including military service, self-employment, job-related volunteer work, internships, etc.) and that gaps in employment are explained.  NOTE:  Any required experience and/or preferences listed in the advertisement must be verified at the time of application.

• Ensure that applicant responses to qualifying questions are verifiable by skills and/or experience stated on the employment application and/or resume.  Applicants who do not respond to the qualifying questions will not be considered for this position.
• The elements of the selection process may include a skill assessment exercise. 
• Current and future vacancies may be filled from this advertisement for a period of up to six months. Following the six-month period, a new application must be submitted to an open advertisement to be considered for that vacancy.
• OAG employees are paid biweekly.  All state employees are required to participate in the direct deposit program pursuant to s. 110.113, Fs

CRIMINAL BACKGROUND CHECKS/ DRUG FREE WORKPLACE:   All OAG positions are "sensitive or special trust" and require favorable results on a background investigation including fingerprinting, pursuant to s. 110.1127(2)(a), F.S.  The State of Florida supports a Drug-Free Workplace, all employees are subject to reasonable suspicion or other drug testing in accordance with section 112.0455, F.S., Drug-Free Workplace Act.  We hire only U.S. citizens and those lawfully authorized to work in the U.S.

E-VERIFY STATEMENT:   The Office of the Attorney General participates in the U.S. government’s employment eligibility verification program (e-verify).  E-verify is a program that electronically confirms an employee’s eligibility to work in the United States after completion of the employment eligibility verification form (i-9).

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE.  Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply.  Certain service members may be eligible to receive waivers for postsecondary educational requirements.  Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code.  Veterans’ Preference documentation requirements are available by clicking here.  All documentation is due by the close of the vacancy announcement.