CONSUMER SERVICES CONSULTANT (WT: CUSTOMER SERVICE ANALYST II)

Consumer Services Consultant (Wt: Customer Service Analyst II)

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

Our Benefits include Paid Parental Leave Annual and Sick Leave Package Nine Paid Holidays State Health and Life Insurance Educational Benefits Contributory Retirement Plan

To learn more about FLHSMV and why it's a great place to work, visit our website at: flhsmv.gov/careers.

If you're seeking employment with a meaningful mission, opportunities for skill growth and career advancement, competitive medical and life insurance, retirement benefits, ample vacation and sick leave, paid holidays, and educational assistance, consider building your career at FLHSMV!

Duties and Responsibilities

The Division of Motorist Services' Bureau of Customer Service is looking for friendly, customer-focused, and energetic team players for our Customer Service Analyst II positions. Members are responsible for assessing caller inquiries to resolve requests for service. You will apply technology skills by utilizing computer applications and search engines to provide accurate information 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.

Knowledge, Skills, and Abilities

• Have one (1) year customer service experience
• Have experience resolving customer concerns
• Be comfortable and proficient in the use of computer and internet applications to efficiently navigate through and enter or extract information
• Value customer service and the importance of responsiveness and follow-through
• Portray a positive, respectful and professional image
• Be able to stay calm and work effectively in stressful situations
• Possess excellent active listening, oral and written communication skills that include the ability to articulate and convey information so that it is easily understandable for customers.
• Be able to understand 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.

Job Related Requirements

This is a call center position that requires continuous call taking throughout the day with two 15-minute breaks and an hour lunch. Be available for incoming calls/inquiries up to 8 hours each day between the hours of 8:00AM to 5:30PM. Be flexible with work schedule to ensure coverage during peak times. Note: Scheduled hours may vary slightly due to business needs. This position is eligible for telework in accordance with agency policy. Telework arrangements are subject to operational needs, supervisory approval, and may be modified or terminated at any time. Telework may only be performed from an approved location within the state of Florida. Selected applicants who do not reside in the state of Florida must report on-site until Florida residency is established. Selected applicants must also reside within a reasonable commuting distance to be able to report to the assigned work location during the first 60 days of training and thereafter as required (e.g., internet or power outages, hardware failures, or work requirements that necessitate working in office).

General Information

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. Fingerprints and associated information/biometrics will be retained in the FBI's Next Generation Identification (NGI) system and fingerprints may continue to be compared against fingerprints submitted to or retained by NGI. FLHSMV 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. 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 View phone number on click.appcast.io). 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.

Location: KISSIMMEE, FL, US, 34741 KISSIMMEE, FL, US, 34746 KISSIMMEE, FL, US, 34744

Nearest Major Market: Orlando