SENIOR CONSUMER SERVICE ANALYST - 41000776

Requisition No: 848387 

Agency: Office of the Attorney General

Working Title: SENIOR CONSUMER SERVICE ANALYST - 41000776

 Pay Plan: Career Service

Position Number: 41000776 

Salary:  $37.852.10 Annually 

Posting Closing Date: 03/22/2025 

Total Compensation Estimator Tool

Our Organization and Mission: The Office represents the State of Florida in state and federal civil and criminal courts, from trial courts to the Supreme Court of the United States. 

Position Summary: This position is in the Office of the Attorney General within the Citizen Services Unit in Tallahassee, Florida.

Pay: $37,852.10 Annually

Qualifications: 

Two years of experience in customer service, customer resolution, consumer complaints or citizen advocacy, public relations, interviewing or investigations;
Two years of any combination of relevant experience and education, or an associate degree from an accredited college or university in related area may substitute for 2 years of the required work experience.

The Work You Will Do: The responsibilities of this position include, but are not limited to the following: 

• This position answers the Attorney General No Scam Hot Line which receives 300-500 calls daily on a variety of calls from Citizens.  
• Position requires regular attendance and punctuality. 
• This position requires answering live calls for the core work hours of Monday through Friday 8:00 AM – 5 PM.  A one hour lunch and a 15-minute break in the morning and afternoon are provided. 
• Additional hours answering live calls, returning calls, or monitoring and retrieving voicemail messages, either in the office or working remotely, are required during declared states of emergency by the Governor including: Extended to 9 PM Monday to Friday, or later based on call volume. Saturday and Sunday 9:00 AM to 6 PM 
• Job entails answering calls for the OAG Hotline for 2-3 hours at a time, either sitting or standing at a desk, using wireless telephone headset, and a double monitor computer.  
• Average call length is three – seven minutes, but calls can run longer based on issue. 
• Analyst must be cognitive and speak clearly in English (or Spanish if Spanish position), with an upbeat and positive voice. 
• Assist with returning calls from correspondence written in English (or Spanish if Spanish position) as needed.
• Ability to handle difficult calls, issues range from providing directory information to dealing with angry upset callers. 

• Ability to type 35 words per minute and maintaining a daily quota of around 30 calls handled, as detailed:

               0 – 17 Unsatisfactory
              18 – 26 Needs Improvement
              27 – 32 Meets
              33 – 40 Commendable
              41+   Exceptional

• Accurately use phones Aux Work settings during the day and between calls.

Job requires the ability to multitask while on the phone with callers: 

• Simultaneously check various databases for case related issues while providing resources to the callers.

Senior functions:

• Type clear, accurate, and concise notes about the call in Hotline database.
• Assist other analyst with call related questions and with escalated or more advance calls.
• Assist supervisor as needed and report potential safety concerns and potential patters of fraud.
• Assist with training of new analyst.

Candidate Profile (application) must be completed in its entirety.

• Include supervisor names and phone numbers for all periods of employment.
• Account for and explain any gaps in employment so that the hiring process is not delayed.
• Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications. 
• It is unacceptable to use the statement “See Resume” in place of entering work history.
• If you experience problems applying online, please call the People First Service Center at (877) 562-7287.  

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:

• Annual and Sick Leave benefits.
• Nine paid holidays and one Personal Holiday each year.
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options.
• Retirement plan options, including employer contributions (For more information, please click www.myfrs.com).
• Flexible Spending Accounts
• Tuition waivers.
• And more! For a more complete list of benefits, visit www.mybenefits.myflorida.com.

IMPORTANT NOTICE: To be considered for the position, all applicants must:

Submit a complete and accurate application profile necessary for qualifying such as dates of service, reason for leaving, etc. In addition, all applicants must ensure all employment and/or detailed information about work experience is listed on the application (including military service, self-employment, job-related volunteer work, internships, etc.) and that gaps in employment are explained. 

NOTE: Any required experience and/or preferences listed in the advertisement must be verified at the time of application.

• Ensure that applicant responses to qualifying questions are verifiable by skills and/or experience stated on the employment application and/or resume. Applicants who do not respond to the qualifying questions will not be considered for this position.
• The elements of the selection process may include a skill assessment exercise. 
• Current and future vacancies may be filled from this advertisement for a period of 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.
• OAG employees are paid biweekly. All state employees are required to participate in the direct deposit program pursuant to s. 110.113, Fs.

CRIMINAL BACKGROUND CHECKS/ DRUG FREE WORKPLACE: All OAG positions are "sensitive or special trust" and require favorable results on a background investigation including fingerprinting, pursuant to s. 110.1127(2)(a), F.S. The State of Florida supports a Drug-Free Workplace, all employees are subject to reasonable suspicion or other drug testing in accordance with section 112.0455, F.S., Drug-Free Workplace Act. We hire only U.S. citizens and those lawfully authorized to work in the U.S.

E-VERIFY STATEMENT: The Office of the Attorney General participates in the U.S. government’s employment eligibility verification program (e-verify). E-verify is a program that electronically confirms an employee’s eligibility to work in the United States after completion of the employment eligibility verification form (i-9).

PERSONS WITH DISABILITY/ADA STATEMENT: The OAG supports the employment of individuals with disabilities and encourages them to seek employment within our agency. If you need an accommodation because of a disability, as defined by the Americans with Disabilities Act, in order to participate in the application process, please notify the people first service center at 877-562-7287. If you need an accommodation during the selection process, please notify the hiring authority in advance to allow sufficient time to provide an accommodation.

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 Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from SSS. For more information, please visit the SSS website at: https: //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. If you return to FRS employment before satisfying the required waiting period, your retirement may be voided, and you may have to repay all benefits you have received, including any Deferred Retirement Option Program (DROP) payout.

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.