SENIOR CONSUMER SERVICE ANALYST - 41000324
Florida State Jobs, Tallahassee, Florida, United States, 32301
Senior Consumer Service Analyst - 41000324
The State Personnel System is an E-Verify employer. For more information, click on our E-Verify Website. 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. 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. $38,852.84 Annually / $1,494.34 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 (For more information, please visit www.myfrs.com). Flexible Spending Accounts Tuition waivers. And more! For a more complete list of benefits, visit www.mybenefits.myflorida.com. 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. As a Citizen Services Call Center Representative, you will answer the Attorney General's "No Scam" hotline in both English and Spanish and assist callers with a wide variety of consumer inquiries and complaint issues. Representatives provide callers a positive customer service and call resolution experience by distributing customer protection and fraud prevention information, making referrals to government and community resources and programs, and conducting intake services for the OAG's Consumer Protection Division, Medicaid Fraud Control Unit., Lemon Law, and more. Training is provided for using in-house call resources guidelines, and processes. Workstations are equipped with double-monitor computers, wireless telephone headsets, and desks with the ability to sit or stand. 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. 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 all 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. 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. 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. If you need an accommodation during the
The State Personnel System is an E-Verify employer. For more information, click on our E-Verify Website. 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. 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. $38,852.84 Annually / $1,494.34 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 (For more information, please visit www.myfrs.com). Flexible Spending Accounts Tuition waivers. And more! For a more complete list of benefits, visit www.mybenefits.myflorida.com. 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. As a Citizen Services Call Center Representative, you will answer the Attorney General's "No Scam" hotline in both English and Spanish and assist callers with a wide variety of consumer inquiries and complaint issues. Representatives provide callers a positive customer service and call resolution experience by distributing customer protection and fraud prevention information, making referrals to government and community resources and programs, and conducting intake services for the OAG's Consumer Protection Division, Medicaid Fraud Control Unit., Lemon Law, and more. Training is provided for using in-house call resources guidelines, and processes. Workstations are equipped with double-monitor computers, wireless telephone headsets, and desks with the ability to sit or stand. 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. 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 all 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. 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. 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. If you need an accommodation during the