Ops Helpline Operator - 42913163

State of Florida • Gainesville, FL

3d • Onsite

About The Position

This is a full-time Other Personal Services (OPS) position with the Florida Department of Agriculture and Consumer Services, Division of Plant Industry. The role involves operating a helpline to provide information and assistance to customers regarding division and department programs and services. Responsibilities include handling inbound and outbound calls, entering and routing customer service tickets, database entry, and assisting with outreach materials. The position requires strong computer and customer service skills, attention to detail, and the ability to work independently and as part of a team. This is not a telework position and requires reporting to the office in Gainesville, FL.

Requirements

• A high school diploma or its equivalent and four (4) years of experience in call centers or phone-based customer service, public relations, public information, mass communications, technical support, telecommunications, receptionist, or clerical support; OR A bachelor’s degree (4 years) from an accredited college or university.
• Possession of a valid driver license.
• All fields in the Candidate Profile must be completed (an attached resume is not a substitution for the information required on the candidate profile).
• Work history, hours worked, and formal education fields must be filled out to determine qualifications for this position.
• Responses to Qualifying Questions must be verifiable in the Candidate Profile.
• Knowledge of telecommunication and computer skills including, but not limited to multi-line phone systems, call center software, Microsoft Office Suite, especially Excel, Outlook and Word.
• Knowledge of database structures and fields.
• Skill with computers and data processing operations.
• Skill in customer service and/or call center experience.
• Ability to pay close attention to detail and critical thinking.
• Ability to process information logically, prioritize, and solve problems.
• Ability to plan, organize, multi-task, utilize various web resources/conduct web research, and coordinate work assignments.
• Ability to communicate effectively, both verbally and in writing in a courteous and professional manner.
• Ability to establish and maintain effective working relationships with coworkers and the public.
• Ability to work independently and as part of a team.

Responsibilities

• Researching division and department programs and services with internal and external resources to assist with customer inquiries.
• Entering customer service tickets, routing them to appropriate contact, and following up to ensure ticket completion.
• Database entry for triaging to department programs and public records purposes.
• Emailing customers with relevant information.
• Take inbound and outbound calls to provide customers with information and assistance for our ongoing programs and taking messages for pertinent parties utilizing the database and email.
• Serve as back up receptionist for daily breaks and gaps in coverage.
• Assists with inventory and the distribution of materials for the division, the public and our stakeholders.
• Mails program information to the public as requested.
• Provides support as directed by management.

Benefits

• Optional insurance coverage
• LinkedIn Learning training account
• Participation in state group insurance (must meet eligibility requirements)
• Participation in the Florida Deferred Compensation Plan (457b)
• State of Florida 401(a) FICA Alternative Plan (tax deferred Retirement Savings Plan)
• Flexible Spending Accounts
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED