Customer Service Analyst III (Correspondence) - 76004902
The Florida Department of Highway Safety and Motor Vehicles (FLHSMV) provides highway safety and security through excellence in service, education, and enforcement. With a workforce of approximately 4,500 employees throughout the state, the Department is leading the way to A Safer Florida through the efficient and professional execution of its core mission: the issuance of driver licenses, vehicle tags and titles, and operation of the Florida Highway Patrol.
The Division of Motorist Services' Bureau of Customer Service is looking for people friendly, customer-focused, and energetic team players for our Senior Highway Safety Specialist positions. The Bureau of Customer Service is comprised of a high-volume Call Center that answers nearly 2000 inquiries in writing per day, 5 days a week. Our Senior Highway Safety Specialists are responsible for providing resolution to escalated inquiries by means of investigating, analyzing, researching, and responding in writing to the citizens of Florida. This position provides daily assistance to the Customer Service Center by completing detailed activity logs of customer contacts; identifies the developmental needs of others through coaching and mentoring; and responds to internal and external customers via email and letters.
Knowledge, skills, and abilities include:
- The writing skills necessary to create letters and emails with the use of proper grammar and punctuation to provide information to customers effectively, efficiently, and professionally.
- Skill in using Microsoft Office Suite to include Word, Outlook, Teams.
- Skill in the use of general office equipment to include computer, fax, and copier.
- Skill in the use of Florida Driver Licenses Issuance System (FDLIS), Online Registration and Identity Operating Network (ORION), Driver and Vehicle Information Database (DAVID), and CSC-Expert Systems.
- Skill in providing written customer service to internal and external customers.
- Ability to maintain high standards of professionalism, diplomacy, and patience while handling difficult situations.
- Ability to communicate effectively and efficiently, both orally and written.
- Ability to work independently and as a team.
- Skill in intranet research.
- Ability to research and resolve escalated inquiries with little or no guidance.
Preferred qualifications include experience in writing, research, analysis, and resolution of Driver License and Motor Vehicle related inquiries or complaints. All candidates must pass a written skills test that evaluates their ability to compose letters and emails.
Hours can vary depending upon the need of the unit: 8:00AM-5:00PM, 8:30AM-5:30PM, 9:00AM-6:00PM.
The elements of the selection process may include a skill assessment and/or oral interview. Applicants being considered for employment will be required to submit to a fingerprint-based background investigation, which will include a check of the criminal history records of the FBI. FLHSMV employees are paid once a month on the last workday of each month. All state employees are required to participate in the direct deposit program pursuant to s. 110.113 Florida Statutes.
The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.
Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.
The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.
VETERANS' PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans' Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans' Preference documentation requirements are available by clicking here.
Location: Tallahassee, FL, US, 32301, 32309, 32310, 32303, 32307, 32312, 32302, 32317, 32304, 32399, 32311, 32316, 32308, 32305