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Date: Feb 10, 2019

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: 53687 

Agency: Highway Safety and Motor Vehicle


Position Number: 76002163 

Salary:  $30,926.04 Annually 

Posting Closing Date: 02/18/2019 

Department of Highway Safety and Motor Vehicles

Division of Motorist Services

Bureau of Customer Service


In order to be considered for this position, applicant responses to the qualifying questions, software systems, actual work experience , years of employment and hours worked per week must be clearly defined within your work history, or the application may not be considered for the position.


** Open Competitive**


Senior Consumer Service Analyst

$30,926.04 Annually

Contact Person:  Patrice Eugene, (850) 617-3781


The Organization

The Florida Department of Highway Safety and Motor Vehicles (DHSMV) provides 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.


What will I be doing?

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

Our Analysts are responsible for assessing caller and email inquiries to resolve requests for service and putting technology skills to work by utilizing computer applications and search engines to provide accurate information and correspondence 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. 


Do I qualify? 

  • Do you have one (1) or more years of work experience providing customer service?


Position related requirements:

  • Remain at their workstation, leaving only for morning break, lunch, afternoon break and necessary restroom breaks.
  • Work any of the following hours: 8:00AM to 5:00PM, 8:30AM to 5:30PM or 9:00AM to 6:00PM.
  • Be available for incoming calls/inquiries up to 8 hours each day.
  • Be connected electronically to an automatic call system when necessary to ensure phone coverage.
  • Be flexible with work schedule to ensure coverage during peak times.
  • Potential candidates will be required to successfully pass a skills test prior to interview. 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. 


The ideal applicant will

  • Have customer service experience that was provided through face-to-face interaction, over the phone and through correspondence.
  • Have experience assisting customers with resolving problems.
  • Be comfortable and proficient enough in the use of a personal computer and internet applications to quickly and successfully navigate through and enter or extract information.
  • Value customer service and understand the importance of responsiveness and follow-through.
  • Portray a positive, respectful and professional image to all regardless of setting, situation or communication method. 
  • Be able to stay calm and work effectively in high stress situations (tight deadlines, high expectations and difficult individuals).
  • Possess excellent active listening, oral and written communication skills to include the ability to effectively articulate and convey information so that it is readily understandable.   
  • Be able to understand, interpret 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 such as Florida Driver License Information System (FDLIS), Florida Real-time Vehicle Information System (FRVIS), Driver and Vehicle Information Database (DAVID), CSC Expert, etc.


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:  



The elements of the selection process may include 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 in order to be considered for that vacancy.


DHSMV 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