CONSUMER SERVICES CONSULTANT (WT: CUSTOMER SERVICE ANALYST II) - 76002909

State of Florida•Kissimmee, FL

4d•Hybrid

About The Position

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.

Requirements

Have 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
The position you are applying is subject to a Level 2 background along with Criminal Justice Information Systems (CJIS) and State Law Enforcement Radio System (SLERS) security clearance, to include a fingerprint-based check of the criminal records of the FBI, as a condition of employment pursuant to Chapter 110.1127, 435 and 943, Florida Statutes.
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).
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.

Responsibilities

Assessing caller inquiries to resolve requests for service
Apply technology skills by utilizing computer applications and search engines to provide accurate information related to driver licenses and motor vehicles rules and regulations
Work as part of a team that values open communication and feedback regarding strategies for improving customer service