GOVERNMENT OPERATIONS CONSULTANT I (Complaints Coordinator) - 41500513 1

Requisition No: 827617 

Agency: Florida Gaming Control Commission

Working Title: GOVERNMENT OPERATIONS CONSULTANT I (Complaints Coordinator) - 41500513 1

 Pay Plan: Career Service

Position Number: 41500513 

Salary:  $38,175.54 - $55,000.00 Annually 

Posting Closing Date: 05/02/2024 

Total Compensation Estimator Tool

FLORIDA GAMING CONTROL COMMISSION

OFFICE OF THE EXECUTIVE DIRECTOR

GOVERNMENT OPERATIONS CONSULTANT I

WT: Complaints Coordinator

Position Number: 41500513

Hiring Salary: $38,175.54 - $55,000.00 annually

*Open Competitive*

ANTICIPATED VACANCY

Our Organization, Mission, and Vision:

The Florida Gaming Control Commission (Commission) is a five-member commission appointed by the Governor. The Commission is charged with the regulation of Florida’s pari-mutuel, cardroom, and slot gaming industries, as authorized by chapter 550, 551 and 849, Florida Statutes, and the oversight and enforcement of the state’s criminal gambling prohibitions. The Commission is also the State Compliance Agency under the provisions of the Gaming Compact between the Seminole Tribe of Florida and the State of Florida. The Commission’s goal is to preserve and protect the integrity of gaming activities through fair regulation, licensing, and effective investigation and enforcement.

Overview of the Position:

The Commission is seeking a Government Operations Consultant I (Complaints Coordinator). This position will work with all divisions of the commission by ensuring all complaints received are tracked, assigned, and action is taken to resolve. The position will be in the Office of the Executive Director and will work with the General and Operations Manager.

Minimum Requirements:

• A high school diploma or its equivalent; and
• Six (6) or more years’ experience in customer service, complaint management, or similar role; or
• A bachelor’s degree in business, communications, or another related field; and
• Two (2) or more years’ experience in customer service, complaint management, or similar role.

Preferred Knowledge, Skills, and Abilities:

• Proficiency in Microsoft, Word, Outlook, and Excel

***Applicants must complete all fields in the Candidate Profile. Work history

with month and year, hours worked, and formal education are required to

qualify for this position. Responses to qualifying questions must be verifiable

 in the Candidate Profile. Resumes and other documentation

 can be attached to provide additional information. ***

Duties and Responsibilities:

Complaint Resolution:

• • Respond promptly and courteously to public complaints and reports of unauthorized activity via various communication channels, such as email, phone, and social media.
  • Investigate complaints thoroughly, gather relevant information, and determine appropriate courses of action based on agency policies and procedures.
  • Provide empathetic and effective communication to complainants, keeping them informed about the progress and outcome of their complaints.

Database Management:

• • Maintain a comprehensive and organized database of all received complaints, ensuring accuracy and completeness of information.
  • Regularly update complaint records with details, actions taken, and resolutions achieved.
  • Generate reports and analyze complaint trends to identify areas for improvement and proactively address recurring issues.

Collaboration with Internal Divisions:

• • Collaborate closely with various internal Divisions to obtain accurate and relevant information required to address complaints effectively.
  • Serve as a liaison between complainants and internal divisions, facilitating communication and ensuring timely responses to complaints.

Process Improvement:

• • Identify opportunities for process optimization and contribute to the development of more efficient procedures for handling complaints and unauthorized activity.
  • Propose and implement innovative solutions to prevent unauthorized activities and mitigate potential complaints in the future.

Quality Assurance:

• • Monitor the quality of responses provided to complainants, ensuring that all communication is professional, accurate, and aligned with company values.
  • Conduct periodic reviews of resolved complaints to verify that appropriate actions were taken, and outcomes were satisfactory.

Where you will work:

This position is located in Tallahassee, Florida.

Contact: Dixie Parker, Dixie.Parker@flgaming.gov

The Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State's total compensation package for employees features a highly competitive set of employee benefits including:

• Low premium health, dental, vision, life, and supplemental coverage options!
• Paid personal time that includes annual leave, sick leave, nine paid holidays, and one personal holiday!
• Paid administrative leave for mentoring, volunteering, voting, and more!
• Family planning support that includes adoption benefits and paid/unpaid leave options for family and medical responsibilities!
• Retirement plans that include employer contributions (For more information, visit www.myfrs.com)!
• Deferred compensation plans!
• FREE basic life insurance plus additional options for you, your spouse, and children!
• Flexible Spending Accounts!
• Tuition waivers that allow eligible employees to take up to six credit hours per semester, tuition free at any state university or state college!

IMPORTANT NOTICES:

• The Florida Gaming Control Commission has employment restrictions for all commission employees referenced in sections 16.713 and 16.715, Florida Statutes.
• This position requires a security background check and participation in direct deposit. Successful completion of a Level 2 background screening will be required for this position and you will be required to provide your Social Security Number (SSN) and date of birth in order to conduct this background check.

Applicants are required to apply through the People First system by the closing date, by applying online.  All required documentation must be received by the closing date of the advertisement.  If you have any questions regarding your application, you may call 1-877-562-7287.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the FGCC at (850) 895-8125. FGCC requests applicants notify HR in advance to allow sufficient time to provide the accommodation.

Special 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 the SSS. For more information, please visit the SSS website: http://www.sss.gov.

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 Florida Gaming Control Commission is committed to increasing recruitment and hiring of individuals withdisabilities and improving employment outcomes.

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.