CONSUMER SERVICES CONSULTANT (WT: CUSTOMER SERVICE ANALYST II) - 76002766

State of Florida•Tallahassee, FL

2d•Hybrid

About The Position

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. 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.

Nice To Haves

Have customer service experience
Have experience resolving customer concerns
Be comfortable and proficient in the use of computer and internet applications to efficiently navigate through and enter or extract information
Value customer service and the importance of responsiveness and follow-through
Portray a positive, respectful and professional image
Be able to stay calm and work effectively in stressful situations
Possess excellent active listening, oral and written communication skills that include the ability to articulate and convey information so that it is easily understandable for customers.
Be able to understand and apply a comprehensive knowledge of Driver License and Motor Vehicle laws, agency policies and procedures, and best practices.
Be able to use critical thinking, judgement, and discretion to evaluate and interpret information, identify problems, draw accurate conclusions and make sound decisions.
Develop and maintain effective working relationships and work collaboratively with others to achieve team goals.
Be flexible, able to adapt to change and react professionally to changing conditions.
Possess a strong work ethic and approach work with a sense of commitment, urgency and personal accountability.
Possess 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.

Responsibilities

Assessing caller inquiries to resolve requests for service
Utilizing computer applications and search engines to provide accurate information related to driver licenses and motor vehicles rules and regulations
Work as part of a team that values open communication and feedback regarding strategies for improving customer service