Citizen Services Operations Manager - 41001114

Citizen Services Operations Manager - 41001114

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.

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 Office of Citizen Services serves as the agency's intake unit for Hotline calls, emails, and postal correspondence, 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, and who have the authority to hire, transfer, suspend, lay off, recall, promote, discharge, assign, reward, or discipline subordinate employees or effectively recommend such action, including all employees serving as supervisors, administrators, and directors.
• Proofreads the Senior Clerk's Company Responses replies, ensuring the correct CP case numbers and BCCs are added.
• Routes the Attorney General's postal and email correspondence, an advanced skill that requires maintaining up-to-date knowledge of the Attorney General's various section overviews. and duties, priority issues and initiatives, general duties and chapter 501, FS, Florida's Deceptive and Unfair Trade Practices Act.
• Provides feedback and recommendations to CS Director, and supervisors, and fosters open communication between all management team.
• In conjunction with CS's Correspondence Consultant/trainer, identifies areas that require cross-training to ensure adequate coverage to meet unexpected needs (leave/absences, complaint surges, and states of emergency).
• Recognizes and promptly handles or escalates non-consumer complaints that involve urgent or potentially controversial issues, security concerns, and issues that may require immediate law enforcement referrals.
• Identifies and alerts CS Director and supervisors to correspondence of potential time-sensitive or controversial nature, as well as sudden complaint influx/surges and patterns.
• Communicates and coordinates daily with other CS routers to ensure uniformity and up-to-date knowledge, discerning when to alert CS Director or non-CS staff to time sensitive entries, safety & abuse allegations, and potential Senior Protection Team complaints.
• Maintains 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 Hot-line's voicemails and identifying and alerting appropriate staff to urgent/potential safety issues.
• Processing/mailing out Hot-line 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, including postal assignments for CS, other OAG divisions, and executive staff.
• 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.

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:

• 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.

Applicants who meet the minimum qualifications will be invited to complete a skills assessment. Those who meet a passing score of 75% on the skills test will be invited to advance to interview.

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.

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. Current and future vacancies may be filled from this advertisement for a period of up to six months. Following the six-month period, a new application must be submitted to an open advertisement to be considered for that vacancy. All state employees are required to participate in the direct deposit program pursuant to s. 110.113, F.S.

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. The Office of the Attorney General participates in the U.S. government's employment eligibility verification program (e-verify). E-verify is a program that electronically confirms an employee's eligibility to work in the United States after completion of the employment eligibility verification form (i-9). The OAG supports the employment of individuals with disabilities and encourages them to seek employment within our agency. If you need an accommodation because of a disability, as defined by the Americans with Disabilities Act, in order to participate in the application process, please notify the people first service center at 877-562-7287.

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from SSS. For