SENIOR CONSUMER SERVICE ANALYST - 41001317

State of Florida•Tallahassee, FL

About The Position

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. As a Citizen Services Call Center Representative, you will answer the Attorney General’s “No Scam” hotline in both English and Spanish and assist callers with a wide variety of consumer inquiries and complaint issues. Representatives provide callers a positive customer service and call resolution experience by distributing customer protection and fraud prevention information, making referrals to government and community resources and programs, and conducting intake services for the OAG's Consumer Protection Division, Medicaid Fraud Control Unit., Lemon Law, and more. Training is provided for using in-house call resources guidelines, and processes. Workstations are equipped with double-monitor computers, wireless telephone headsets, and desks with the ability to sit or stand. Business hours are Monday – Friday, 8:00am - 5:00pm. Regular attendance and punctuality is required.

Requirements

Two years of experience in customer service, customer resolution, consumer complaints or citizen advocacy, public relations, interviewing or investigations; or
An associate degree from an accredited college or University, or
Two years of any combination of relevant experience and 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

Job entails answering calls for the OAG Hotline for 2-3 hours at a time, either sitting or standing at a desk, using wireless telephone headset, and a double monitor computer.
Average call length is three – seven minutes, but calls can run longer based on issue.
Analyst must be cognitive and speak clearly in English (or Spanish if Spanish position), with an upbeat and positive voice.
Assist with returning calls from correspondence written in English (or Spanish if Spanish position) as needed.
Ability to handle difficult calls, issues range from providing directory information to dealing with angry upset callers.
Ability to type 35 words per minute and maintaining a daily quota of around 30 calls handled, as detailed:0 – 17 Unsatisfactory18 – 26 Needs Improvement27 – 32 Meets33 – 40 Commendable41+ Exceptional
Accurately use phones Aux Work settings during the day and between calls.
Type clear, accurate, and concise notes about the call in Hotline database.
Assist other analyst with call related questions and with escalated or more advance calls.
Assist supervisor as needed and report potential safety concerns and potential patters of fraud.
Assist with training of new analyst.
Performs all other duties as requested

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 (For more information, please click www.myfrs.com).
Flexible Spending Accounts
Tuition waivers.