CUSTOMER SERVICE ANALYST III - 76001554

State of Florida; Kissimmee (FL); Remote; USD 39,000; Full time

Job summary

The State of Florida is seeking an experienced CUSTOMER SERVICE ANALYST III for the Highway Safety and Motor Vehicle Department. This role involves resolving customer inquiries and providing coaching to other staff within a busy call center environment. Candidates should possess strong communication skills, a commitment to customer service, and the ability to work flexible hours.

Benefits

Paid Parental Leave

Annual and Sick Leave Package

Nine Paid Holidays

State Health and Life Insurance

Educational Benefits

Contributory Retirement Plan

Qualifications

• Fluent in Spanish (preferred but not required).
• Experience in customer service required.
• Ability to handle escalated inquiries.

Responsibilities

• Provide resolution to escalated telephone inquiries.
• Assist customers by completing detailed activity logs.
• Respond to internal and external customers via email.

Skills

Customer Service

Communication

Research

Problem Solving

Teamwork

Bilingual (Spanish)

Tools

Microsoft Office Suite

Florida Driver Licenses Issuance System (FDLIS)

Online Registration and Identity Operating Network (ORION)

Driver and Vehicle Information Database (DAVID)

Job description

Requisition No:854240

Agency: Highway Safety and Motor Vehicle

Working Title: CUSTOMER SERVICE ANALYST III - 76001554

Pay Plan: Career Service

Position Number:76001554

Salary: $38,346.00 Annually

Posting Closing Date: 06/23/2025

Total Compensation Estimator Tool

Division of Motorist Services

Bureau of Customer Service

*Career Service*

*Internal Agency - FLHSMV Employees and Tax Collector Offices Only*

*This position is eligible for working remotely. Periodic onsite work is required.*

To be considered for this position, applicant responses to qualifying questions must be clearly stated within the employment history. Software systems, actual work experience, and years of employment must be clearly defined, or the application may not be considered for the position.

Contact Person: Roselyn Chungata, [phone]

The Organization
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 Responisbilities
The Division of Motorist Services’ Bureau of Customer Service is looking for people friendly, customer-focused, and energetic team players for our Senior Highway Safety Specialist positions. The Bureau of Customer Service is comprised of a high-volume Call Center that answers more than 4,000 inquiries per day, 5 days a week. Our Senior Highway Safety Specialists are responsible for providing resolution to escalated telephone inquiries by means of investigating, analyzing, and researching complaints. This position provides daily assistance to the Customer Service Center by completing detailed activity logs of customer contacts; identifies the developmental needs of others through coaching and mentoring; and responds to internal and external customers via email.

Knowledge, Skills, and Abilities

• Skill in understanding and interpreting statutes, policies and procedures pertaining to driver licenses and motor vehicle laws.
• Skill in using Microsoft Office Suite to include Word, Outlook, Teams.
• Skill in the use of general office equipment to include computer, multi-line phone, fax and copier.
• Ability to coach and motivate others.
• Skill in the use of Florida Driver Licenses Issuance System (FDLIS), Online Registration and Identity Operating Network (ORION), Driver and Vehicle Information Database (DAVID), and CSC-Expert Systems.
• Skill in providing customer service to internal and external customers.
• Ability to maintain high standards of professionalism, diplomacy, and patience while handling difficult situations.
• Ability to communicate effectively and efficiently, both orally and written.
• Skill in researching, analyzing, and resolving customer inquiries.
• Ability to work independently and as a team.
• Skill in intranet research.
• Ability to research and resolve escalated inquiries with little or no guidance.
• Fluent in Spanish, oral and written, preferred but not required.

Preferred Qualifications

Preference will be given to applicants with the following experience:

• Experience in research, analysis and resolution of Driver License and Motor Vehicle related inquiries or complaints.

Job Related Requirements

• This is a call center position that requires continuous call taking throughout the day with two 15-minute breaks and a one-hour lunch.
• Be available for incoming calls/inquiries up to 8 hours each day between the hours of 8:00AM to 5:30PM.
• Be flexible with work schedule to ensure coverage during peak times. Note: Scheduled hours may vary slightly due to business needs.

Notes
After this advertisement closes, you will be emailed a skill assessment to the email address associated with your People First account. You will be required to complete the skill assessment by the pre-determined deadline. Those meeting the pre-determined scoring criteria will be invited to interview. Please note, the skills test scores remain active for a period of 90 days. Applicants who re-apply within the 90-day window will not be eligible to re-take the skills test.

General Information

• The elements of the selection process may include a skill assessment and/or oral interview.
• Applicants being considered for employment will be required to submit to a fingerprint-based background investigation, which will include a check of the criminal history records of the FBI. Fingerprints and associated information/biometrics will be retained in the FBI’s Next Generation Identification (NGI) system and fingerprints may continue to be compared against fingerprints submitted to or retained by NGI.
• FLHSMV employees are paid once a month on the last workday of each month. All state employees are required to participate in the direct deposit program pursuant to s. 110.113 Florida Statutes.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes,candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements.Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.