Customer Service Analyst II - 76002848

Customer Service Analyst II

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.

Our Benefits include:

• Paid Parental Leave
• Annual and Sick Leave Package
• Nine Paid Holidays
• State Health and Life Insurance
• Educational Benefits
• Contributory Retirement Plan

To learn more about FLHSMV and why it's a great place to work, visit our website at: flhsmv.gov/careers.

If you're seeking employment with a meaningful mission, opportunities for skill growth and career advancement, competitive medical and life insurance, retirement benefits, ample vacation and sick leave, paid holidays, and educational assistance, consider building your career at FLHSMV!

Duties and Responsibilities

The Division of Motorist Services' Bureau of Customer Service is looking for friendly, customer-focused, and energetic team players for our Customer Service Analyst II positions. Members are responsible for assessing caller inquiries to resolve requests for service. You will apply technology skills by utilizing computer applications and search engines to provide accurate information related to driver licenses and motor vehicles rules and regulations. In this position, you will also work as part of a team that values open communication and feedback regarding strategies for improving customer service.

Knowledge, Skills, and Abilities

The following knowledge, skills, and abilities are required for this position:

• Customer service experience
• Experience resolving customer concerns
• Comfort and proficiency in the use of computer and internet applications
• Value customer service and the importance of responsiveness and follow-through
• Ability to portray a positive, respectful and professional image
• Ability to stay calm and work effectively in stressful situations
• Excellent active listening, oral and written communication skills
• Ability to understand and apply a comprehensive knowledge of Driver License and Motor Vehicle laws, agency policies and procedures, and best practices
• Ability to use critical thinking, judgement, and discretion to evaluate and interpret information, identify problems, draw accurate conclusions and make sound decisions
• Ability to develop and maintain effective working relationships and work collaboratively with others to achieve team goals
• Ability to be flexible, adapt to change and react professionally to changing conditions
• Strong work ethic and approach work with a sense of commitment, urgency and personal accountability
• Strong computer application skills with the ability to quickly learn applications related to business operations such as Microsoft Office products, as well as agency information systems

Job Related Requirements

The following job related requirements are required for this position:

• Subject to a Level 2 background check, along with Criminal Justice Information System (CJIS) clearance, to include a fingerprint-based check of the criminal records of the FBI
• Call center position that requires continuous call taking throughout the day with two 15-minute breaks and an hour lunch
• Available for incoming calls/inquiries up to 8 hours each day between the hours of 8:00AM to 5:30PM
• Flexible with work schedule to ensure coverage during peak times

Location: Tallahassee, FL, US, 32399