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Date: Jan 24, 2020

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

Requisition No: 98381 

Agency: Office of the Attorney General

Working Title: CONSUMER SERVICE ANALYST - 41000036

Position Number: 41000036 

Salary:  $27,000 

Posting Closing Date: 02/02/2020 

**This is a Full-Time Position**

** This job entails answering calls in English and Spanish. **

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


Persons applying claiming veteran’s preference eligibility for this position must complete (in its entirety) in People First and submit in People First the following at the time of application 1.)  Veteran’s Preference Certification_FDVA form VP-1  2.) Required supporting documentation Veteran’s Preference Documentation Requirements. FAILURE TO COMPLETE AND SUBMIT THE NECESSARY FORM AND SUPPORTING DOCUMENTATION WILL RESULT IN VETERAN’S PREFERENCE NOT BEING APPLIED.

You will need to:  1) print these forms, 2) manually complete the forms, 3) scan the completed forms, 4) save the completed forms, then 5) attach the completed forms to your profile in People First. If you are having trouble attaching your completed forms to your profile application please contact the People First Service Center at (877) 562-7287 Monday - Friday, 8:00 a.m. to 6:00 p.m., Eastern time.


INTRODUCTORY STATEMENT: The Office of the Attorney General, Department of Legal Affairs (OAG) is a pre-eminent, constitutional office, which serves as the chief lawyer to all state agencies and provides legal protections for Floridians against fraud and through the enforcement of the state’s laws. The OAG, is a cabinet agency in the executive branch of Florida state government.


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 your application (including military service, self-employment, job-related volunteer work, internships, etc.) and that gaps in employment are explained.  Applicants who do not provide all information necessary to qualify, will not be considered for this position.


Verify 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 Florida Statutes.


MINIMUM REQUIREMENTS: 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 skills and experience in; customer service, including telephone customer service, consumer complaints, customer resolution, or advocacy.  Preference will also be given to applicants who are bilingual and fluent in English and Spanish.   



This position is in the Citizen Services Unit.


Do you speak fluent English and Spanish?  Do you enjoy helping people?  This job is for you. 


This is a consumer service analyst position in the Florida Attorney General's Office of Citizen Services answering the Attorney General's Hotline. The 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.


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 essential.




**The elements of the selection process will include a skill assessment exercise, and a passing score of 15 must be achieved to be offered an interview.**


This position answers the Attorney General No Scam Hot Line which receives 300-500 calls daily on a variety of calls from Citizens.


This position requires answering live calls for the core work hours of Monday through Friday 8:00 AM – 5 PM. A one-hour lunch and a 15-minute break in the morning and afternoon are provided.


Position requires regular attendance and punctuality.


Additional hours are required during declared states of emergency by the Governor including:
      Extended to 9 PM Monday to Friday, or later based on call volume.
      Saturday and Sunday 9:00 AM to 6 PM

Job entails answering calls for the OAG Hotline for 2-3 hours at a time, either sitting or standing at a desk, using wireless telephone head set, and a double monitor computer.  


Job entails answering calls in English and Spanish and assisting in Spanish/English correspondence translation.


Average call length is three – seven minutes, but calls can run longer based on issue.


Analyst must be cognitive and speak fluently and clearly in English or Spanish, as appropriate, with an upbeat and positive voice.


Ability to handle difficult calls, issues range from providing directory information to dealing with angry upset callers.


Ability to process 7-12 calls per hour and type 35 words per minute.  


Accurately use phones Aux Work settings during the day and between calls.


Applicants must have good computer skills; advance knowledge of government infrastructure is helpful.


Job requires the ability to multitask while on the phone with callers:  

Simultaneously check various databases for case related issues while providing resources to the callers. 


Type clear, accurate, and concise notes about the call in Hotline database. 


VETERAN RECRUITMENT STATEMENT: The OAG values the service provided by veterans and their families and supports the hiring of returning service members and military spouses.  Applicants eligible for veterans' preference will receive preference in employment and are encouraged to apply, pursuant to chapter 295, Florida statutes.  However, applicants claiming veterans' preference must attach supporting documentation with each application submission that includes character of service (for example, dd form214 member copy #4) along with any other documentation as required by rule 55a-7, Florida administrative code.  All documentation is due by the closing date of the vacancy announcement.  For information on the supporting documentation required, click here. If you have trouble attaching the documentation, contact our HR office at 850-414-3900.


PERSONS WITH DISABILITY/ADA STATEMENT: The OAG supports the employment of individuals with disabilities and encourages them to seek employment within our agency. If you need an accommodation because of a disability, as defined by the Americans with Disabilities Act, in order to participate in the application process, please notify the people first service center at 877-562-7287.  If you need accommodation during the selection process, please notify the hiring authority in advance to allow enough time to provide the accommodation.


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).


REMINDERS: Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from SSS.  For more information, please visit the SSS website at: https: //  If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida.  Your current retirement benefits may be canceled, suspended or deemed ineligible depending upon the date of your retirement.


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.  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. 

Nearest Major Market: Tallahassee