SENIOR CONSUMER SERVICE ANALYST - 42005032 (FOR INTERNAL AGENCY EMPLOYEES ONLY)

State of Florida • Tallahassee, FL

4d • $43,000 - $47,300

About The Position

This is an internal agency opportunity for current employees of the Florida Department of Agriculture and Consumer Services. The Senior Consumer Service Analyst role is within the Division of Consumer Services, Bureau of Communications and Consumer Outreach. The position involves documenting complaint, email, inquiry, license, live chat, inspection, permit, and registration information into the department's database. The analyst will analyze and review documentation to determine appropriate actions according to established procedures and guidelines. Duties may encompass handling consumer complaints, issuing licenses/permits, issuing settlement agreements, scheduling inspections, compiling reports, reviewing and drafting case reports, scanning, answering telephone calls, and responding to live chats. The role also requires assisting management and other sections within the division, performing related work, and potentially assisting with the Department's Emergency Response obligations.

Requirements

• A high school diploma or its equivalent and one (1) year of experience in customer service, administrative work, or regulatory work.
• College education from an accredited college or university can substitute at the rate of 30 semester or 45 quarter hours for the year of the required work experience.
• An equivalent combination of education and experience which equals one (1) year can substitute for the above requirements.
• 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, duties and responsibilities, hours worked, supervisor, and formal education fields, etc. must be filled out to determine qualifications for this position.
• Responses to Qualifying Questions must be verifiable in the Candidate Profile.
• Successful applicants must pass a background screening, including fingerprinting, as a condition of employment.

Responsibilities

• Documents complaint, email, inquiry, license, live chat, Inspection, permit and registration information along with all associated documentation into the Division of Consumer Services (DOCS), Microsoft CRM or other department database.
• Analyzes and reviews documentation to determine the appropriate action according to established procedures and guidelines.
• Handling consumer complaints.
• Issuing License/Permits.
• Issuing Settlement Agreements.
• Scheduling Inspections.
• Compiling Reports.
• Reviewing and Drafting Case Reports.
• Scanning.
• Answering telephone calls/Responding to live chats.
• Assist management, co-workers and other sections within the division and perform related work and other tasks as requested by division management.
• Perform special duties in relation to the Departments Emergency Response obligations.

Benefits

• Annual and Sick Leave benefits
• Nine paid holidays and one Personal holiday each year
• State Group Insurance coverage options, including health, life, dental, vision and other supplemental insurance options
• Retirement plan options, including employer contributions
• Flexible Spending Accounts
• Tuition waivers

What This Job Offers

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