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Date: Jan 20, 2020

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

Requisition No: 72307 

Agency: Management Services


Position Number: 72901351 

Salary:  $12.76 an hour 

Posting Closing Date: 03/31/2020 

OPS Customer Service Representative  
Division of Retirement – Contact Center
State of Florida Department of Management Services
This position is located in Tallahassee
Applicants will be required to take a work sample
Flexible schedules (18-28 hours per week during business hours)

The Florida 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, group insurance, retirement, technology, private prisons, fleet, and federal property assistance programs utilized throughout Florida’s state government. DMS is relied upon to establish, maintain and improve the business processes used by state employees to create a better, not bigger government.  DMS facilitates the delivery of these programs and services and provides tools and training to bolster the efficiency and effectiveness of the state’s workforce. It is against this backdrop that DMS strives to demonstrate its motto, “We serve those who serve Florida.” Under the leadership of DMS Secretary Jonathan Satter, DMS’ employees embody four pillars on a daily basis: lead by example; serve with excellence; create efficiencies; and challenge the status quo.
Position responsibilities:
This is a professional position within the Division of Retirement’s Contact Center providing customer service to Florida Retirement System (FRS), non-retired members, retirees, beneficiaries, employers, and other stakeholders. The incumbent will have basic knowledge of applicable Florida retirement laws, rules, and Division policies, and will provide customer service by telephone and email. 
Communicate information regarding the following topics: 

  • Retirement benefits
  • FRS and/or Retiree Health Insurance Subsidy benefits participation and termination application
  • Deferred Retirement Option Program (DROP)
  • Disability retirement benefits
  • Benefit payments and amounts withheld from benefit payments
  • Beneficiary designation
  • Employer/Employee enrollments and contributions
  • FRS Online access, navigation, and functionality assistance
  • Home mailing address updates for benefit recipients and terminated, non-retired members
  • Retirees’ 1099-Rs and Member Annual Statements

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 sit for extended periods of time
  • Ability to speak on the phone for extended periods of time
  • Ability to multi-task
  • This position requires sedentary work and repetitive motion.
  • Accountability, Communication, Empowerment, Flexibility, Integrity, Respect, Teamwork

Minimum Qualifications:  

  • Highschool diploma or equivalent  
  • Experience providing customer service 
  • Proficiency using Microsoft Office Suite or the aptitude to learn  

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.  
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.

Nearest Major Market: Tallahassee