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CHIEF OF CUSTOMER SERVICE - 72001705

Date: Nov 19, 2020

Location: TALLAHASSEE, FL, US, 32399

The State Personnel System is an E-Verify employer. For more information click on our E-Verify website.

Requisition No: 269103 

Agency: Management Services

Working Title: CHIEF OF CUSTOMER SERVICE - 72001705

Position Number: 72001705 

Salary:  $75,000 to $89,000 

Posting Closing Date: 12/18/2020 

Our Organization and Mission:

DMS is a customer-oriented agency responsible for managing the various business and workforce-related functions of state government. Under the direction of Governor Ron DeSantis and DMS’ Executive Leadership Team, the agency oversees the real estate, procurement, human resources, group insurance, retirement, technology, telecommunications, private prisons, fleet, and federal property assistance programs utilized throughout Florida’s state government.  It is against this backdrop that DMS strives to demonstrate its mission, “We serve those who serve Florida.” Under the leadership of DMS Secretary Jonathan Satter, DMS’ employees embody four pillars on a daily basis: lead by example, serve with excellence, create efficiencies, and challenge the status quo.

The Work You’ll Do:

This is a high level leadership position directly responsible for the administration of the Bureau of Customer Service within the Division of Telecommunications.

The Difference You’ll Make:

In addition to managing the Bureau of Customer Service, you’ll use your skill and insight to help modernize and integrate advanced technological processes within the Engineering Support, Service Delivery, and SUNCOM Customer Services areas. DMS boasts a fast-paced work environment in which critical thinking and creative problem-solving are a must. 

How You’ll Grow:

DMS encourages its leaders to constantly innovate and seek efficiencies.  Our Four Pillars are expectations for all of our employees, and you’ll be expected to model these as a leader.  We believe in supporting and encouraging you as you take on important and often complex projects while offering you the opportunity to gain valuable experience quickly. 

Where You’ll Work:

Tallahassee, Florida’s Capital City, lined with rolling hills, oak trees, and canopied roads combines old world charm with a modern pace of life.  Home to two major universities as well as state government, Tallahassee is a mid-sized city in the heart of Florida’s Big Bend.  Boasting proximity to the coast and centrally located to popular tourist destinations, Tallahassee is a highly desirable location for both those seeking their first job or those ready to enter the next exciting chapter in their career.  Also, with no state income tax, Florida is a great place to work regardless of where you find yourself on the career ladder. 

The benefits of working for the state of Florida:

State of Florida employees enjoy top tier benefits offerings including comprehensive health coverage to meet the needs of you and your family while maintaining low deductibles and low monthly out of pocket contributions.  State employees also enjoy the option of selecting between two retirement options, including the FRS Pension Plan and the FRS Investment Plan.  For a more complete list of benefits, please click https://www.mybenefits.myflorida.com/.  As an additional benefit, state employment affords you the opportunity to take part in the tuition waiver program within the state university and community college systems. 

Pay Range:

$75,000 - $89,000

Your Specific Responsibilities:

Managing the Bureau of Customer Service including directing the day-to-day operations and ensuring the Director and Deputy Director are informed on all issues regarding service orders, service deployment, service maintenance and operations associated with the Technology Program in the Department of Management Services. The incumbent performs all managerial responsibilities including supervision of subordinates, performance evaluations, and disciplinary actions and directs the day to day operations of the bureau. The incumbent in the position have direct access to agency management information concerning employees and other information of a confidential nature which may relate to personnel issues.

The specific duties of this position include but are not limited to:

  • Manages the staff and contractors assigned to work in the Bureau of Customer Service.  Assigns areas of responsibilities, delegates tasks, sets priorities, approves time and leave of direct reports, performs employee evaluations and assures that all Bureau managers also perform these duties on a timely basis.
  • Manages the Service Delivery section to assure that customers receive adequate design and evaluation assistance as they explore alternative telecommunications technologies.  Assures that orders are received from customers and sent to contracted vendors in an accurate and timely manner.  Maintains schedules of customer installations and assures the timely installation of services by vendors.
  • Manages the Business Development section to assure that customers receive adequate support around the entire state from their regionally located Business Development Consultant.  Leads the Business Development section to success by emphasizing attention to new and existing customer requirements.  Facilitates the continued acceptance and adoption of SUNCOM services by engaging existing and potential customers to learn what telecommunications requirements they have and guiding the team to fill their need. Creates effective marketing strategies to promote SUNCOM services and engage subject matter experts for telecommunication needs in order to create efficiencies and find cost-effective solutions for all eligible customers. 
  • Manages the Network Operations Center (NOC) to maintain a focus on providing reliable telecommunications facilities serving SUNCOM customers.  Engages the NOC with the contracted vendor community to foster effective mutual relationships which aim at providing SUNCOM customers with unparalleled support when the customer experiences service degradations or outages.  Maintains ongoing documentation of outages for the recovery of penalties for the violation of Service Level Agreements (SLAs).  Assures the NOC provides monitoring of security issues and protects against potential threats to network resources.
  • Oversees the delivery of voice and data services to the Department of Management Services’ buildings and to all employees housed in those facilities.  Insures the delivery of reliable and dependable voice and data services to the Capital Center Office Complex.
  • Monitors compliance with state statute and Florida Administrative Code for the required SUNCOM customers which include Florida agencies.  Assists staff and customers with clarification and submission of required notices and requests.

Requirements:

The Chief of Customer Service should possess the following qualifications:

  • Bachelor of Science (BS) degree in Engineering OR 5 years telecommunications experience in a networking environment.
  • Telecommunications management experience in Voice, Data and Video services minimum 3 year
  • Skilled in effectively creating marketing strategies in order to improve awareness and promote customer opportunities.
  • Proficiency using Microsoft Office Suite
  • Managerial telecommunications experience
  • Have Voice and Data experiences
  • Have experience with customer service management tools
  • Ability to communicate effectively orally and in writing with vendors, peers, supervisors, technical staff, and users.
  • Ability to verify data for accuracy and completeness.
  • Ability to make decisions and work independently.
  • Ability to work collaboratively in a team environment, and to establish and maintain effective working relationships.
  • Ability to complete work assignments on time and manage other technical staff
  • Ability to provide excellent customer service to internal and external customers.
  • Ability to research, evaluate and resolve customer issues and other problems in a professional manner.
  • Ability to determine priorities for section.
  • Ability to make timely and accurate decisions during normal operating conditions and critical situations.
  • Ability to apply rules, regulations, policies and agency procedures
  • Proficient in Microsoft Office suite
  • Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, staffs.
  • Knowledge of telecommunications systems for voice, video and data.
  • Skilled in project management, process improvement and governance.
  • Ability to apply sound customer relationship practices.

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

DMS is committed to successfully recruiting and onboarding talented and skilled individuals into its workforce. We recognize the extensive training, experience, and transferrable skills that veterans and individuals with disabilities bring to the workforce. Veterans and individuals with disabilities are encouraged to contact our recruiter for guidance and answers to questions through the following email addresses.

DMS.Ability@dms.myflorida.com

DMS.Veterans@dms.myflorida.com

An individual with a disability is qualified if he or she satisfies the skills, experience, and other job-related requirements for a position and can perform the essential functions of the position with or without reasonable accommodation.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the DMS Human Resources (HR) Office at 850-488-2707. DMS requests that applicants notify HR 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, Florida Statutes, Drug-Free Workplace Act.

The State of Florida and DMS participate in E-Verify. This federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

Successful completion of a background screening will be required for this position.

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.


Nearest Major Market: Tallahassee