CUSTOMER SERVICE ANALYST II (CONSUMER SERVICES CONSULTANT)- 76002163

Requisition No: 843373 

Agency: Highway Safety and Motor Vehicle

Working Title: CUSTOMER SERVICE ANALYST II (CONSUMER SERVICES CONSULTANT)- 76002163

 Pay Plan: Career Service

Position Number: 76002163 

Salary:  $34,330.44 Annually 

Posting Closing Date: 12/28/2024 

Total Compensation Estimator Tool

Division of Motorist Services

Bureau of Customer Service

Career Service (CS) Opportunity

*Open Competitive Advertisement*

*This opportunity is teleworking eligible and periodic onsite work is required. * 

*Training is conducted in the office for a minimum of 30 days* 

*Ideal applicant would be fluent in BOTH English and Spanish*

To be considered for this position, applicant responses to qualifying questions must be clearly stated within the employment history.  Software systems, actual work experience, and years of employment must be clearly defined, or the application may not be considered for the position.

Contact Person: Celia Whittaker, 407-235-1638

The Organization

The Florida Department of Highway Safety and Motor Vehicles (FLHSMV) provides highway safety and security through excellence in service, education, and enforcement. With a workforce of approximately 4,500 employees throughout the state, the Department is leading the way to A Safer Florida through the efficient and professional execution of its core mission: the issuance of driver licenses, vehicle tags and titles, and operation of the Florida Highway Patrol.

Our Benefits include

• Paid Parental Leave
• Annual and Sick Leave Package
• Nine Paid Holidays
• State Health and Life Insurance
• Educational Benefits
• Contributory Retirement Plan

To learn more about FLHSMV and why it’s a great place to work, visit our website at: flhsmv.gov/careers.

Duties and Responsibilities

The Division of Motorist Services’ Bureau of Customer Service is looking for friendly, customer-focused, and energetic team players for our Customer Service Analyst II positions. Members are responsible for assessing caller inquiries to resolve requests for service.  You will apply technology skills by utilizing computer applications and search engines to provide accurate information related to driver licenses and motor vehicles rules and regulations. In this position, you will also work as part of a team that values open communication and feedback regarding strategies for improving customer service. 

Knowledge, Skills, and Abilities

• Customer service experience.
• Experience resolving customer concerns.
• Be comfortable and proficient in the use of computer and internet applications to efficiently navigate through and enter or extract information.
• Value customer service and the importance of responsiveness and follow-through.
• Portray a positive, respectful and professional image.
• Be able to stay calm and work effectively in stressful situations.
• Possess excellent active listening, oral and written communication skills that include the ability to articulate and convey information so that it is easily understandable for customers.   
• Be able to understand and apply a comprehensive knowledge of Driver License and Motor Vehicle laws, agency policies and procedures, and best practices.
• Be able to use critical thinking, judgement, and discretion to evaluate and interpret information, identify problems, draw accurate conclusions and make sound decisions. 
• Develop and maintain effective working relationships and work collaboratively with others to achieve team goals.
• Be flexible, able to adapt to change and react professionally to changing conditions. 
• Possess a strong work ethic and approach work with a sense of commitment, urgency and personal accountability.
• Possess strong computer application skills with the ability to quickly learn applications related to business operations such as Microsoft Office products, as well as agency information systems.

Job Related Requirements

• This is a call center position that requires continuous call taking throughout the day with two 15-minute breaks and an hour lunch.
• Be available for incoming calls/inquiries up to 8 hours each day between the hours of 8:00AM to 5:30PM.
• Be flexible with work schedule to ensure coverage during peak times. Note: Scheduled hours may vary slightly due to business needs.

Notes

After this advertisement closes, you will be emailed a skill assessment to the email address associated with your People First account. You will be required to complete the skill assessment by the pre-determined deadline.  Those meeting the pre-determined scoring criteria will be invited to interview.  Please note, the skills test scores remain active for a period of 90 days. Applicants who re-apply within the 90-day window will not be eligible to re-take the skills test. 

General Information

• The elements of the selection process may include a skill assessment and/or oral interview.
• Applicants being considered for employment will be required to submit to a fingerprint-based background investigation, which will include a check of the criminal history records of the FBI.  Fingerprints and associated information/biometrics will be retained in the FBI’s Next Generation Identification (NGI) system and fingerprints may continue to be compared against fingerprints submitted to or retained by NGI.
• FLHSMV employees are paid once a month on the last workday of each month.  All state employees are required to participate in the direct deposit program pursuant to s. 110.113 Florida Statutes. 

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.