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Date: Jun 7, 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: 394127 


Agency: Highway Safety and Motor Vehicle


Working Title: CUSTOMER SERVICE ANALYST II - 76004966


Position Number: 76004966 


Salary:  $30,926.04 Annually 


Posting Closing Date: 06/30/2021 

Department of Highway Safety and Motor Vehicles
Division of Motorist Services
Bureau of Customer Service 




*This opportunity is telework eligible and periodic onsite work is required. * 
*Training is conducted in office for a minimum of 30 days* 


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.


Customer Service Analyst II (Class Title: Senior Consumer Service Analyst)
$30,926.04 Annually 
Contact Person: Samantha Pedro, (850) 617-3508


The Organization

The Florida Department of Highway Safety and Motor Vehicles (DHSMV) provide 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 to $56,560 annually.  The total compensation package includes annual salary, insurance, retirement, leave and holidays.


What will I be doing?

The Division of Motorist Services’ Bureau of Customer Service is looking for friendly, customer-focused, and energetic team players for our Customer Service Analyst II positions.


Members are responsible for assessing caller inquiries to resolve requests for service.  You will apply technology skills by utilizing computer applications and search engines to provide accurate information related to driver licenses and motor vehicles rules and regulations.


In this position, you will also work as part of a team that values open communication and feedback regarding strategies for improving customer service. 


Special Note

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.  Those 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. 


Position Related Requirements

  • This is a call center position that requires continuous call taking throughout the day with two 15-minute breaks and an hour lunch.
  • Be available for incoming calls/inquiries up to 8 hours each day between the hours of 8:00AM to 5:00PM*, 8:30AM to 5:30PM*.
  • Be flexible with work schedule to ensure coverage during peak times.

 *scheduled hours may vary slightly due to business needs.


The Ideal Applicant Will

  • Have customer service experience
  • Have experience resolving customer concerns
  • Be comfortable and proficient in the use of a computer and internet applications to efficiently navigate through and enter or extract information
  • Value customer service and the importance of responsiveness and follow-through
  • Portray a positive, respectful and professional image
  • Be able to stay calm and work effectively in stressful situations
  • Possess excellent active listening, oral and written communication skills that include the ability to articulate and convey information so that it is easily understandable for customers.   
  • Be able to understand and apply a comprehensive knowledge of Driver License and Motor Vehicle laws, agency policies and procedures, and best practices.
  • Be able to use critical thinking, judgement and discretion to evaluate and interpret information, identify problems, draw accurate conclusions and make sound decisions. 
  • Develop and maintain effective working relationships and work collaboratively with others to achieve team goals.
  • Be flexible, able to adapt to change and react professionally to changing conditions. 
  • Possess a strong work ethic and approach work with a sense of commitment, urgency and personal accountability.
  • Possess strong computer application skills with the ability to quickly learn applications related to business operations such as Microsoft Office products, as well as, agency information systems.


General Information

The elements of the selection process includes 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 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.  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