879782 - OPS GOVERNMENT OPERATIONS CONSULTANT I - 40090033 1

State of Florida • TALLAHASSEE, FL

1d • Onsite

About The Position

The OPS Government Operations Consultant I is a member of the Customer Information Center (CIC) within the Bureau of One-Stop and Program Support, Division of Workforce Services. This position works in a contact center environment and serves a critical role in the front lines of Florida’s workforce system and requires effective communication skills and independent judgment. We are seeking a candidate who has excellent customer service skills, works well independently as well as part of a team, is skilled in researching and troubleshooting issues and is able to professionally speak and correspond in writing with job seekers, employers and/or local workforce development boards. Florida Commerce is a fast-paced work environment in which critical thinking and prioritizing are a must.

Requirements

• Strong customer service skills
• Ability to effectively develop interpersonal relationships and relate to individuals from various socio-economic backgrounds
• Knowledge of Florida’s workforce system and related laws, statutes, guidance and policies
• Ability to utilize problem solving techniques
• Ability to navigate complex web applications
• Ability to remotely troubleshoot computer settings and connectivity issues with only verbal or email input from users
• Ability to work well independently as well as to be a contributing, effective team member
• Ability to communicate effectively both verbally and in writing
• As a condition of pre-employment eligibility, a Level 2 security background screening is required, which consists of fingerprinting and a check of local, state, and national law enforcement records.
• Duties and responsibilities of this position must be performed at the official work site of the Department.

Nice To Haves

• Experience working in a contact/call center environment or other comparable experience.
• Experience providing technical support for a web-based system via telephone or email.
• Fluent in more than one language.

Responsibilities

• Answer incoming technical support calls and emails from jobseekers, employers and/or local workforce development boards (LWDBs) regarding the state’s management information systems – One-Stop Service Tracking (OSST) and Employ Florida.
• Troubleshoot technical issues and provide program-specific guidance to customers regarding the Supplemental Nutrition Assistance Program Employment and Training and the Welfare Transition programs.
• Answer telephone calls from workers and employers about workplace issues such as employment discrimination, farmworker rights, child labor, immigration, and wages.
• Refer customers to the appropriate enforcement agency when appropriate.
• Assist the Reemployment Assistance (RA) division by receiving telephone inquiries, providing general assistance with work registration requirements in Employ Florida and obtaining customer information for callback requests to the appropriate Reemployment Assistance contacts.
• Advise customers regarding new programs and initiatives administered by the Department as well as employment and training services offered through the CareerSource Florida career center network.
• Route internal calls to the appropriate division/contacts within the Department.
• Accurately track and report the various types of customer contacts on a daily basis.
• Ensure confidentiality of customers’ personal identifying information to protect customers and the system from attempted fraudulent activities.
• Quickly report suspicious activities to the appropriate interested parties.
• Research customer issues and complete follow-up outgoing calls to present resolutions, share information and/or outline next steps.
• Utilize a variety of telephone etiquette and customer-service techniques with challenging callers.
• Coordinate with internal and external partners to ensure resolution of customers’ needs.
• Provide information about emergency services to callers during and following natural disasters.

Benefits

• State Group Insurance coverage options+ (health, life, dental, vision, and other supplemental option)
• Ongoing comprehensive training provided
• Career Growth
• Highly skilled, professional environment

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed