CUSTOMER SERVICE ANALYST III - 76003537

Requisition No: 878187 

Agency: Highway Safety and Motor Vehicle

Working Title: CUSTOMER SERVICE ANALYST III - 76003537

 Pay Plan: Career Service

Position Number: 76003537 

Salary:  $38,346.00 Annually 

Posting Closing Date: 06/28/2026 

Total Compensation Estimator Tool

DIVISION OF MOTORIST SERVICES

BUREAU OF CUSTOMER SERVICE

CSC TEAM 5

*Career Service (CS) Opportunity*

*Internal Opportunity - Bureau of Customer Service Center Employees Only*

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: Roselyn Chungata, (407) 235-1614

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.

If you're seeking employment with a meaningful mission, opportunities for skill growth and career advancement, competitive medical and life insurance, retirement benefits, ample vacation and sick leave, paid holidays, and educational assistance, consider building your career at FLHSMV!

Duties and Responsibilities

The Division of Motorist Services’ Bureau of Customer Service (BCS) is looking for friendly, customer-focused, and energetic team players. BCS is comprised of a high-volume Call Center that answers more than 4,000 inquiries per day, 5 days a week. A Customer Senior Analyst III is responsible for providing a resolution to telephone inquiries that have escalated. This resolution will be met by means of investigating, analyzing, and researching. This position also provides daily assistance to the Customer Service Center including coaching, mentoring, completing detailed activity logs of customer contacts and responding to emails.

Knowledge, Skills, and Abilities

• Skill in understanding and interpreting statutes, policies and procedures pertaining to driver licenses and motor vehicle laws.
• Skill in using Microsoft Office Suite; Word, Outlook, Teams.
• Skill in the use of general office equipment: computer, multi-line phone, fax and copier. 
• Ability to coach and motivate others.
• Skill in the use of Florida Driver Licenses Issuance System (FDLIS), Online Registration and Identity Operating Network (ORION), Driver and Vehicle Information Database (DAVID), and CSC-Expert Systems.
• Skill in providing customer service to internal and external customers.
• Ability to maintain high standards of professionalism, diplomacy, and patience while handling difficult situations.
• Ability to communicate effectively and efficiently, both orally and written. 
• Skill in researching, analyzing, and resolving customer inquiries.
• Ability to work independently and as part of a team.
• Skill in intranet research.
• Ability to research and resolve escalated inquiries with little or no guidance.
• Fluent in Spanish, oral and written, preferred but not required.

Note:
Preference will be given to applicants with experience in research, analysis and resolution of Driver License and Motor Vehicle related inquiries or complaints.

Job Related Requirements

This is a call center position that requires continuous call taking throughout the day with two 15-minute breaks and a one-hour lunch.

• Available for incoming calls/inquiries up to 8 hours each day between the hours of 8:00AM to 5:30PM.
• Flexible 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. Individuals 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.

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.