Citizen Services Operations Manager - 41001114

Citizen Services Operations Manager

We are looking to hire reliable, professional, and compassionate individuals who love to help people to work on our Citizen Services team. If you have excellent communication skills, good typing skills, and can work on the phones for an extended period, you are a great candidate for our position! Learn more below about why we're a great place to work.

Our Organization and Mission: The Office of the Attorney General (OAG) represents the State of Florida in state and federal civil and criminal courts, from trial courts to the U.S. Supreme Court. The Attorney General's Office also provides legal protections for Floridians against consumer fraud through enforcement of state laws. At the OAG, staff are afforded an array of opportunities to serve the community and citizens of Florida, including in areas of criminal appeals, civil litigation, consumer protection, Medicaid fraud, and victims and civil rights. We invite you to visit our website at www.myfloridalegal.com to learn more about the State of Florida's law firm and its many opportunities.

Salary and Benefits: $44,028.79 Annually / $1,693.41 Biweekly Working for the State of Florida is more than a paycheck. The State's total compensation package for employees features a highly competitive set of employee benefits including:

• 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.
• Flexible Spending Accounts
• Tuition waivers.
• And more!
• For a more complete list of benefits, visit www.mybenefits.myflorida.com.

The Difference You Will Make: 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.

The Work You Will Do: The Office of Citizen Services serves as the agency's intake unit for Hotline calls, emails, and postal correspondence, and serves as the public's portal for communicating with their elected Attorney General. CS also operates the Price Gouging Hotline during declared states of emergency. This position supervises Citizen Services' Senior Clerks.

Specific Duties:

• Communicating with, motivating, training, and evaluating employees, and planning and directing employees' work.
• Proofreading the Senior Clerk's Company Responses replies, ensuring the correct CP case numbers and BCCs are added.
• Routing the Attorney General's postal and email correspondence.
• Providing feedback and recommendations to CS Director, and supervisors, and fostering open communication between all management team.
• In conjunction with CS's Correspondence Consultant/trainer, identifying areas that require cross-training to ensure adequate coverage to meet unexpected needs.
• Recognizing and promptly handling or escalating non-consumer complaints that involve urgent or potentially controversial issues, security concerns, and issues that may require immediate law enforcement referrals.
• Identifying and alerting CS Director and supervisors to correspondence of potential time-sensitive or controversial nature, as well as sudden complaint influx/surges and patterns.
• Communicating and coordinating daily with other CS routers to ensure uniformity and up-to-date knowledge.
• Maintaining understanding of OAG complaint process from initiation to closure to problem shoot workflow issues.
• As the CS Operations Manager coordinates timely and accurate performance of clerks' daily assignments (quality control), ensuring all mandatory tasks are prioritized for daily coverage and completion, including:

• Coverage of OAG's main switchboard for the Collins Building (3300) receiving 150 calls on average.
• Retrieving/transcribing/data entry of the No Scam Hotline's voicemail's and identifying and alerting appropriate staff to urgent/potential safety issues.
• Processing/mailing out Hotline requests for complaint forms and other materials.
• Retrieval/sorting/delivery of incoming postal mail from Mail Room.
• Data entry and summarizing of the AG's routed postal correspondence into the correct databases.
• Digital scanning of the postal correspondence for CS workflow and public records retention.
• Processing of outgoing postal replies and courtesy copies, ensuring proper public records retention.
• Handling delivery failures for the agency when CS or another division has utilized HCL notes to send email replies.
• Processing Company Responses from Corporate Contacts that CP has put in place.

How You Will Grow: Citizen Services is on the forefront of consumer issues and works closely with the Consumer Protection Division to collect and identify patterns of consumer complaints that may lead to investigation or action by the agency. In this role you will gain exposure to a broad range of topics including consumer issues, Lemon Law, Medicaid Fraud, identify theft, and more. This experience is valuable for promotion into other OAG Positions.

Minimum Qualifications: In order to qualify for the position, candidates MUST possess:

• Seven (7) years of professional experience in systems analysis, management analysis, program planning, program research, program evaluation, engineering or administrative work or
• A bachelor's degree from a college or university and three years of professional experience as described above.
• A master's degree from a college or university can substitute for one year of the required experience.
• Professional or nonprofessional experience as described above can substitute on a year-for-year basis for the required college education.

Preferred Qualifications:

• 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.

Candidate Profile (application) must be completed in its entirety. Include supervisor names and phone numbers for all periods of employment. Account for and explain any gaps in employment so that the hiring process is not delayed. Experience, education, training, knowledge, skills and/or abilities as well as responses to pre-qualifying questions must be verifiable to meet the minimum qualifications. It is unacceptable to use the statement "See Resume" in place of entering work history. If you experience problems applying online, please call the People First Service Center at (877) 562-7287.

IMPORTANT NOTICE: To be considered for the position, your People First Applicant Profile must be completed in its entirety. Applicants must ensure all employment periods and detailed work experience is listed on the application (including military service, self-employment, job-related volunteer work, internships, etc.) and that gaps in employment are explained. Applicants who do not respond to the qualifying questions will not be considered for this position. Responses to qualifying questions must be verifiable by skills and/or experience stated on the employment application and/or resume.

All state employees are required to participate in the direct deposit program pursuant to s. 110.113, F.S. CRIMINAL BACKGROUND CHECKS/ DRUG FREE WORKPLACE: All OAG positions are "sensitive or special trust" and require favorable results on a background investigation including fingerprinting, pursuant to s. 110.1127(2)(a), F.S. The State of Florida supports a Drug-Free Workplace, all employees are subject to reasonable suspicion or other drug testing in accordance with section 112.0455, F.S., Drug-Free Workplace Act.

We hire only U.S. citizens and those lawfully authorized to work in the U.S. E-VERIFY STATEMENT: The Office of the Attorney General participates in the U.S. government's employment eligibility verification program