SPECIAL RESOLUTION ANALYST - 55014476

Requisition No: 862507 

Agency: Department of Transportation

Working Title: SPECIAL RESOLUTION ANALYST - 55014476

 Pay Plan: SES

Position Number: 55014476 

Salary:  $54,590.05 - $57,547.36 

Posting Closing Date: 10/12/2025 

Total Compensation Estimator Tool

STATE OF FLORIDA DEPARTMENT OF TRANSPORTATION

JOB POSTING DESCRIPTION

801 / SunPass Program

OPEN COMPETITIVE

SELECTED EXEMPT SERVICE

CONTACT PERSON: Gustavo Salas 

CONTACT PHONE NUMBER: 561-488-5276

CONTACT EMAIL ADDRESS: Gustavo.Salas@dot.state.fl.us

ANTICIPATED BI-WEEKLY SALARY: $2,213.36

Join FDOT and be part of the team that works as one to improve safety, enhance mobility and inspire innovation in the Florida transportation system.

Our Mission

The mission of the Florida Department of Transportation is to provide a safe statewide transportation system that promotes the efficient movement of people and goods, supports the state’s economic competitiveness, prioritizes Florida’s environment and natural resources, and preserves the quality of life and connectedness of the state’s communities.

Our Vision

As a OneFDOT team, we serve the people of Florida by providing a transportation network that is well planned, supports economic growth, and has the goal of being congestion and fatality free.

The Work You Will Do:

Special Resolution Analyst / Office of Toll Operations/ SunPass Program

This position is responsible for resolving escalated customer issues by conducting thorough research, coordinating with internal and external partners, and ensuring fair outcomes in line with departmental procedures. It tracks and documents resolutions, prepares detailed reports, and provides feedback to improve customer service processes. The role also performs various administrative tasks as needed.

The Difference You Will Make:

Through cooperation, coordination and collaboration among the OneFDOT team, you will be contributing to a strong and empowering culture of TRREC: Trust, Relationships, Respect, Empowerment, and Communication. 

How You Will Grow:

FDOT encourages our team members to grow through engagement, empowerment, training, and professional development.  Through our agency’s learning management system, you have access to hundreds of computer-based training and instructor-led courses. 

Where You Will Work:

Office of Toll Operations

South of Cypress Creek Exit, TPK 65

Pompano Beach, FL 33068

Annual Salary Range:

$54,590.05 - $57,547.36

Your Specific Responsibilities:

Receives and researches escalated customer issues.  Contact the customer through the preferred communication channel to obtain additional details. Communicate with internal and external departments and partner agencies to ensure an appropriate resolution for the customer.

Determines a fair and successful resolution for both the customer and the Department. Works with customers to resolve any issues in accordance with the Department Standard Operating Procedures (SOPs), manuals, and processes. Submits resolved findings in a Final Resolution format, which is attached to a tracking database for future reference.

Prepares detailed findings in pre-set format utilizing written and verbal communication skills using resources such as spreadsheets and word processing programs, specialty programs, and databases to complete research and resolve issues.

Complete the tracking of issues in the department-designated system, communicate progress to co-workers, update status upon completion with all applicable attachments, and attach pertinent documents as needed.

Provides feedback to senior management, department managers, and supervisors regarding the root cause of customer issues and how to improve systems, policies, communications, and procedures to improve the overall customer experience. 

Operates and/or utilizes a variety of standard business and office machines, including telecommunication terminals, calculators, copiers, scanners, etc.

Serves in times of emergency to support state response efforts and ensuring continuity of operations.

The Successful Candidate will have the following required Knowledge, Skills, and Abilities:

Knowledge of:

• SunPass policies and procedures
• toll-related State statutes
• office procedures and practices
• the principles and techniques of effective verbal and written communication, including the use of standard business formats and styles for letters and business forms

Skills in:

• organizing data into a logical format
• accessing, inputting and retrieving information from a computer database
• spreadsheet and word processing programs
• researching and resolving complex technical issues within the SunPass system
• time management

Ability to:

• understand, apply, and develop applicable rules, regulations, policies and procedures
• establish and maintain effective, professional working relationships with diverse groups and individuals, including inter- agency and intra-agency personnel and attorneys
• act on behalf of customers with outside agencies
• collect, evaluate and analyze data relating to administrative functions such as accounting, personnel, purchasing or report writing
• utilize problem-solving techniques
• work both independently and as a team member
• plan, organize and coordinate work assignments
• maintain strict confidentiality
• work in a rigorous service environment, and to comply with critical deadlines
• convey complex and arcane information in a way that individuals outside the SunPass organization will comprehend it
• work with customers and resolve issues professionally in stressful situations

SPECIAL REQUIREMENTS: You will be required to provide your Social Security Number to conduct required verifications. Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion in the Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS), unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.

THE FLORIDA DEPARTMENT OF TRANSPORTATION VALUES AND SUPPORTS EMPLOYMENT OF INDIVIDUALS WITH DISABILITIES.  QUALIFIED INDIVIDUALS WITH DISABILITIES ARE ENCOURAGED TO APPLY.  In accordance with Section 110.112, Florida Statutes, and the Florida Department of Transportation’s Individuals with Disabilities Affirmative Action Plan, the agency is committed to ensuring affirmative action and equal employment opportunity for qualified individuals with disabilities.  Upon request and as appropriate, reasonable accommodations to individuals with disabilities may be provided.  Please contact the Florida Department of Transportation’s Human Resources Office at (850) 414-5300 for assistance.  

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.