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Date: Nov 18, 2021

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: 511881 

Agency: Highway Safety and Motor Vehicle

Working Title: CUSTOMER SERVICE ANALYST II - 76004839

Position Number: 76004839 

Salary:  $30,926.04-33,252.96 Annually 

Posting Closing Date: 12/02/2021 

Department of Highway Safety and Motor Vehicles

Division of Motorist Services

Bureau of Commercial Vehicle & Driver Services


*Open Competitive Advertisement*


In order 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.



$30,926.04-33,252.96 Annually


Contact Person: Tod Browning, (850) 617-2845


The Organization

The Florida Department of Highway Safety and Motor Vehicles (DHSMV) 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

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


To learn more about DHSMV and why it’s a great place to work, visit our website at:


Total Compensation Statement

Your Benefits are a significant part of your state compensation. The total compensation package could be anywhere from $45,908.00 to $56,560.00 annually.  The total compensation package includes annual salary, insurance, retirement, leave and holidays.


Position Duties and Responsibilities

As Customer Service Analyst II, you will receive telephone and email inquiries, research and resolve complaints and questions from other states Commercial Driver License Information System (CDLIS) / Problem Driver Pointer System (PDPS) help desks, driver license field offices, American Association if Motor Vehicle Administrators (AAMVA), Federal Motor Carrier Safety Administration (FMCSA), Transportation Safety Administration (TS) and the public concerning commercial driver licenses and POPS.  The incumbent is authorized to operate a computer, to verify the eligibility of a driver, and to screen, count, and update driver license records as necessary.  The incumbent is also responsible for independently determining the proper action from error listings to add, delete, or modify driver records. If you enjoy keeping busy while at work and enjoy an environment that strongly values and emphasizes great customer service, you should consider a career with our agency as a Customer Service Analyst II!


Knowledge, Skills, and Abilities

  • Proficiency in the use of a personal computer including, but not limited to internet applications and Microsoft products including Excel, Word, and Outlook.
  • Knowledge of principles and processes for providing customer service.
  • Ability to find information and identify essential information.
  • Ability to listen to what other people are saying and ask questions as appropriate.
  • Ability to communicate effectively verbally and in writing.
  • Ability to talk to others to effectively convey information.
  • Ability to use independent judgement to make decisions and answer questions.



Preference will be given to applicants with experience using Microsoft Word and Excel, experience working in a professional office setting, and experience reviewing and examining documents.


The position you are applying is subject to a Level 2 background and CJIS security clearance, to include fingerprinting as a condition of employment pursuant to Chapter 110.1127, 435 and 943, Florida Statutes.  As an applicant for positions requiring CJIS security clearance, you are required to disclose criminal records that have been sealed or expunged. 


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.

The process for selecting applicant(s) for this position could take up to six months.  Following the six-month period, a new application must be submitted to an open advertisement in order to be considered for that vacancy.


HSMV 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. 

Nearest Major Market: Tallahassee