Senior Consumer Service Analyst - 41001317

Senior Consumer Service Analyst

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.

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.

This position answers the Attorney General No Scam Hot Line which receives 300-500 calls daily on a variety of calls from Citizens. Position requires regular attendance and punctuality. This position requires answering live calls for the core work hours of Monday through Friday 8:00 AM – 5 PM. A one hour lunch and a 15-minute break in the morning and afternoon are provided. Additional hours answering live calls, returning calls, or monitoring and retrieving voicemail messages, either in the office or working remotely, are required during declared states of emergency by the Governor including: Extended to 9 PM Monday to Friday, or later based on call volume. Saturday and Sunday 9:00 AM to 6 PM.

Business hours are Monday – Friday, 8:00am - 5:00pm. Regular attendance and punctuality is required. Duties include but are not limited to:

• 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 Unsatisfactory 18 – 26 Needs Improvement 27 – 32 Meets 33 – 40 Commendable 41+ Exceptional
• Accurately use phones Aux Work settings during the day and between calls.
• Job requires the ability to multitask while on the phone with callers: Simultaneously check various databases for case related issues while providing resources to the callers.

Senior functions:

• 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 other duties as requested.

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.

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

• 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.

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.

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.

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.