CITIZEN SERVICES OPERATIONS MANAGER - 41001114 1

State of Florida•Tallahassee, FL

About The Position

We are looking to hire reliable, professional, and compassionate individuals who love to help people to work on our Citizen Services team. If you have excellent communication skills, good typing skills, and can work on the phones for an extended period, you are a great candidate for our position! Our Organization and Mission: The Office of the Attorney General (OAG) represents the State of Florida in state and federal civil and criminal courts, from trial courts to the U.S. Supreme Court. The Attorney General’s Office also provides legal protections for Floridians against consumer fraud through enforcement of state laws. At the OAG, staff are afforded an array of opportunities to serve the community and citizens of Florida, including in areas of criminal appeals, civil litigation, consumer protection, Medicaid fraud, and victims and civil rights. We invite you to visit our website at www.myfloridalegal.com to learn more about the State of Florida’s law firm and its many opportunities. The Office of Citizen Services is dedicated to the Attorney General's vow to protect the citizens of Florida from fraud, and serves as the agency's point-of-contact for complaints and inquiries; provides the public with information on the Attorney General's duties, responsibilities and initiatives; provides reliable information on consumer scams, emerging issues, and resources; and provides meaningful help to consumers toward resolving complaints through referrals and informal mediation when appropriate. During declared states of emergency, we also operate the OAG’s Price-Gouging Hotline. The Office of Citizen Services serves as the agency’s intake unit for Hotline calls, emails, and postal correspondence, serves as the public’s portal for communicating with their elected Attorney General. CS also operates the Price Gouging Hotline during declared states of emergency. This position supervises Citizen Services’ Senior Clerks.

Requirements

Seven (7) years of professional experience in systems analysis, management analysis, program planning, program research, program evaluation, engineering or administrative work or
A bachelor’s degree from a college or university and three years of professional experience as described above.
A master's degree from a college or university can substitute for one year of the required experience.
Professional or nonprofessional experience as described above can substitute on a year-for-year basis for the required college education.

Nice To Haves

Excellent verbal and written communication skills
Skill using a computer, word processing and data entry software.
Typing minimum 35 words per minute (WPM)
Experience in a call center or customer service environment, customer resolution, consumer complaints, or citizen advocacy.
Experience conducting fact-finding research, analyzing and/or summarizing information.

Responsibilities

Communicating with, motivating, training, and evaluating employees, and planning and directing employes’ work, and who have the authority to hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward, or discipline subordinate employees or effectively recommend such action, including all employees serving as supervisors, administrators, and directors.
Proofreads the Senior Clerk’s Company Responses replies, ensuring the correct CP case numbers and BCCs are added.
Routes the Attorney General’s postal and email correspondence, an advanced skill that requires maintaining up-to-date knowledge of the Attorney General’s various section overviews. and duties, priority issues and initiatives, general duties and chapter 501, FS, Florida's Deceptive and Unfair Trade Practices Act.
Provides feedback and recommendations to CS Director, and supervisors, and fosters open communication between all management team.
In conjunction with CS’s Correspondence Consultant/trainer, identifies areas that require cross-training to ensure adequate coverage to meet unexpected needs (leave/absences, complaint surges, and states of emergency).
Recognizes and promptly handles or escalates non-consumer complaints that involve urgent or potentially controversial issues, security concerns, and issues that may require immediate law enforcement referrals.
Identifies and alerts CS Director and supervisors to correspondence of potential time-sensitive or controversial nature, as well as sudden complaint influx/surges and patterns.
Communicates and coordinates daily with other CS routers to ensure uniformity and up-to-date knowledge, discerning when to alert CS Director or non-CS staff to time sensitive entries, safety & abuse allegations, and potential Senior Protection Team complaints.
Maintains understanding of OAG complaint process from initiation to closure to problem shoot workflow issues.
Coverage of OAG’s main switchboard for the Collins Building (3300) receiving 150 calls on average.
Retrieving/transcribing/data entry of the No Scam Hot-line’s voicemail's and identifying and alerting appropriate staff to urgent/potential safety issues.
Processing/mailing out Hot-line requests for complaint forms and other materials.
Retrieval/sorting/delivery of incoming postal mail from Mail Room.
Data entry and summarizing of the AG’s routed postal correspondence into the correct databases, including postal assignments for CS, other OAG divisions, and executive staff.
Digital scanning of the postal correspondence for CS workflow and public records retention.
Processing of outgoing postal replies and courtesy copies, ensuring proper public records retention.
Handling delivery failures for the agency when CS or another division has utilized HCL notes to send email replies.
Processing Company Responses from Corporate Contacts that CP has put in place.

Benefits

Annual and Sick Leave benefits.
Nine paid holidays and one Personal Holiday each year.
State Group Insurance coverage options, including:
Health insurance (totaling an annual family benefit value of $19,812, or $9,161 for individuals).
Basic life insurance policy for $25,000 at no cost for all employees.
Life, Dental, and Vision
Additional Supplemental Insurance options
Retirement plan options, including employer contributions
Flexible Spending Accounts
Tuition waivers.