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CUSTOMER SERVICE REPRESENTATIVE II - 72002481

Date: Nov 10, 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: 485727 

Agency: Management Services

Working Title: CUSTOMER SERVICE REPRESENTATIVE II - 72002481

Position Number: 72002481 

Salary:  $29,344.38 

Posting Closing Date: 01/01/2022 

Customer Service Representative II
Division of Retirement - Contact Center
State of Florida Department of Management Services
This position is located in Tallahassee, FL

This position will be used to fill multiple vacancies

DMS Organization and Mission:
The Department of Management Services (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 (HR), 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.” DMS’ employees embody four pillars daily: lead by example, serve with excellence, create efficiencies, and challenge the status quo.

Division of Retirement:
The Division of Retirement (division) administers the retirement pension plans for the State of Florida, including the Florida Retirement System (FRS). The FRS is the fourth-largest public state retirement system in the nation, one that is comprised of more than one million active and retired employees of more than 1,000 agencies with the state, counties, district school boards, universities, community colleges, cities, metropolitan planning organizations, charter schools, and special districts. The division also administers the State University System Optional Retirement Program, the Senior Management Service Optional Annuity Program, the Retiree Health Insurance Subsidy Program, and the Municipal Police and Firefighters’ Premium Tax Program. Additionally, the division provides supplemental retirement benefit payments to over 700 Florida National Guard retirees and maintains oversight of the actuarially sound funding of over 480 local government retirement systems.

The Work You Will Do:
You will answer phone calls from retired members, retirees, beneficiaries, employers and other stakeholders concerning topics covering Retired Payroll, 1099Rs, Calculations, Survivor Benefits, DROP, Disability, Enrollment and Contributions.  

The Difference You Will Make:
You will be an integral part of the retirement team by helping to fulfill the division’s mission of providing accurate and timely information to assist retirement stakeholders.

The Benefits of Working for the State of Florida:
Working for the State of Florida is more than a paycheck! Our staff enjoys top tier benefit offerings including comprehensive health coverage, annual and sick leave benefits, and retirement plan options, including the FRS Pension Plan and the FRS Investment Plan. To learn what the State can offer you and your family, please visit the MyBenefits website. 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: $29,344.38

Your Specific Responsibilities:
Specific key responsibilities include, but are not limited to, the following:

Communicating information related to the following topics: 

  • Estimates of retirement benefits.
  • Application for FRS and/or Retiree Health Insurance Subsidy benefits. 
  • Deferred Retirement Option Program (DROP).
  • Termination requirements and forms required to receive accumulated account balance under the DROP or to receive refunds of member contributions.
  • Benefit payments and amounts withheld from benefit payments.
  • Beneficiary designation.
  • How to access and utilize the features of FRS Online.
  • Handle questions regarding retirees’ 1099-Rs and Member Annual Statements.

Provide income verification letters, beneficiary change forms and other forms as requested, and update home mailing addresses for benefit recipients and terminated, non-retired members.  Transfer calls to specified individual requested by the caller. Verify if benefit payments have been cashed; request duplicate warrants for lost, stolen or mis-delivered benefit payments; and request copies of cashed warrants.  Serve on committees and hiring panels, and other division projects.  Provide training for Customer Services Representatives. Provide coaching for Customer Service Representatives.

Knowledge, Skills, and Abilities:

  • Knowledge of personal computer use (hardware and software) for various automated applications.    
  • Ability to understand and apply applicable laws, rules, and Division policies relating to retirement. 
  • Ability to work independently.
  • Ability to use proper phone etiquette.
  • Ability to work in a fast-paced environment.
  • Ability to research information quickly.
  • Ability to provide outstanding customer service.
  • Ability to speak on the phone for extended periods of time.
  • Ability to multi-task.

​​​​​​​​​​​​​​Minimum Requirements:
A bachelor's degree from a college or university and six months of professional experience in the area of insurance, retirement or social security, administration, call center, customer service, fiscal work, statistics, personnel, or any combination thereof. Professional experience in the areas described or any combination of the above, can substitute on a year-for-year basis for the required college education.

Special Notes:
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 provided 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 applicants notify HR in advance to allow sufficient time to provide the accommodation.
Successful completion of 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.

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