INFORMATION SPECIALIST I - 48003577

State of Florida; Tallahassee (FL); On-site; USD 35,000 - 36,000; Full time

Job summary

The Florida Department of Education is seeking an information-focused professional to join the Customer Service Call Center as an Information Specialist I. You will handle toll-free inquiries about scholarships, grants, loans and related programs, delivering accurate information promptly while managing multiple tasks in a fast-paced environment.

Ideal candidates will have at least two years in business operations or program management and one year in a call center, with strong verbal and written

Qualifications

• 2 years of professional experience in business operations, financial accounting, and/or program management.
• 1 year of professional experience working in a Call Center.
• Ability to communicate effectively including verbal and written communication.

Responsibilities

• Answer incoming customer service toll-free calls related to scholarships, grants, loans and other programs.
• Route calls to appropriate staff person or agency.
• Document customer inquiries in contact history.
• Provide accurate information in a timely manner.
• Communicate verbally and in writing to customer inquiries.
• Provide technical and non-technical assistance to other staff members.
• Respond to complaints, inquiries, and correspondence related to scholarships, grants and loan programs.
• Assist in providing recommendations for Web updates based on information and customer contacts.
• Copies, faxes and files as needed.
• Performs other duties as assigned.

Skills

Verbal communication

Written communication

Job description

The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website .

Requisition No:886792

Agency: Department of Education

Working Title: INFORMATION SPECIALIST I - 48003577

Position Title: Information Specialist I (CS)

Salary Range: $34,760.00 to $36,498.00

SALARY IS BASED ON CANDIDATE’S EXPERIENCE AND QUALIFICATIONS

JOB DESCRIPTION:

This position performs duties under the supervision of the Program Specialist Supervisor in the Customer Service Call Center. The section staff answers phone calls from students, parents, and school and district staff regarding issues with filing applications, submitting supportive documentation and general information regarding financial aid scholarships and grants.

The employee must be productive under tight timeframes, balance multiple and competing priorities and maintain goal-directed behavior and performance, sometimes under stressful conditions. The employee must interact courteously with others. The performance and behavior of all employees must demonstrate consideration of the workload of others and must not negatively affect productivity and morale of the unit. Attendance is an essential function of this position.

DUTIES & RESPONSIBILITIES:

(Note: The omission of specific job duties does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to the position.)

The Florida Department of Education (FDOE) has an open position that is responsible for executing the following functions:

• Answer incoming customer service toll-free calls related to scholarships, grants, loans and other programs
• Answer telephone calls and route to appropriate staff person or agency
• Document customer inquiries in contact history
• Provide accurate information in a timely manner
• Communicate verbally and in writing to customer inquiries
• Provide technical and non-technical assistance to other staff members
• Respond to complaints, inquiries, and correspondence related to scholarships, grants and loan programs
• Assist in providing recommendations for Web updates based on information and customer contacts
• Copies, faxes and files as needed
• Performs other duties as assigned

MINIMUM QUALIFICATIONS:

Required Licensure/Registration/Certification/Experience or Education:

• 2 years of professional experience in business operations, financial accounting, and/or program management
• One year of professional experience working in a Call Center
• Ability to communicate effectively including verbal and written communication

PREFERRED QUALIFICATIONS:

Preferences will be given to:

• Applicants who meet both the professional and educational experience
• Applicants who complete application information and hire requirements listed in the advertisement to completion

EDUCATIONAL SUBSTITUTIONS:

F.S. 112.219 – Substitution of work experience for postsecondary educational requirements.

• An associate’s degree from an accredited college or University can substitute for 2 years of direct experience.

Related work experience may not substitute for any licensure, certification, or registration required by an agency and indicated in the advertised job description.

FLORIDA DEPARTMENT OF EDUCATION MISSION STATEMENT

Every day the Department of Education works hand in hand with parents, teachers, educators, and community members to improve Florida’s education system for students of all backgrounds and abilities. Our site reflects the cooperative relationship and the role that so many Floridians play in ensuring student success.

The FDOE’s mission for Florida’s Early Learning-20 education system is to increase the proficiency of all student within one seamless, efficient system, by allowing them the opportunity to expand their knowledge and skills through learning opportunities and research valued students, parents, and communities.

Serving approximately 3 million students, 4,400 public schools, 28 colleges, 200,000 instructional staff, 46,000 college professors and administrators, and 340,000 full‑time staff throughout the state, FDOE enhances programs and services for Florida’s students from early learning through college and career development. In addition, FDOE manages programs that assist individuals who are blind, visually impaired, or disabled succeed either in school settings or careers – encouraging independence and self‑sufficiency.

FDOE’s goal is to hire individuals to provide:

• Higher Student Achievement
• Seamless Articulation and Maximum Access
• Skilled Workforce and Economic Development

WORKING FOR THE STATE OF FLORIDA HAS BENEFITS!

• State Group Insurance coverage options+
• Nine paid holidays and a Personal Holiday each year
• Student Loan Forgiveness Program (Eligibility required)
• Tuition Fee Waivers (Accepted by major Florida colleges/universities)
• Retirement plan options, including employer contributions ( www.myfrs.com )
• Annual and Sick Leave Benefits
• Flexible Spending Accounts
• Maternity and Parental Leave Benefits
• Highly skilled, professional environment

*We care about the success of our employees.

*We are always improving our technology, our tools, our customer’s experiences and ourselves

*We care about the success of our clients.

*A rewarding experience for reliable, compassionate and professional employees.

LEAVE INFORMATION: (CS)

• Annual Leave: All full‑time Career Service employees filling established positions earn annual leave in varying increments dependent upon years of creditable service. Employees with up to 5 years of creditable service earn 8.667 hours per month, with 5 to 10 years earn 10.833 hours per month and those with over 10 years of service earn 13 hours per month.
• Sick Leave: Career Service employees earn 8.667 hours of sick leave credits per month.

BACKGROUND SCREENING REQUIREMENT

It is the policy of the Florida Department of Education that applicants for employment/volunteer undergo Level 2 Background screening in accordance with the requirements of Chapter 435, Florida Statutes, as a condition of employment or being permitted to serve as a volunteer. You will be required to provide your Social Security Number to conduct required verifications. No applicant for a designated position will be employed, contracted, or permitted to volunteer until the Level 2 screening results are received, reviewed and approved by the Department. Level 2 background screening shall include, but not be limited to, finger printing for all purpose and checks under this requirement, statewide criminal and juvenile records checks through the Florida Department of Law Enforcement, federal criminal records checks through the Federal Bureau of Investigation, and local criminal records checks through local law enforcement.

SELECTIVE SERVICE SYSTEM (SSS) AND REQUIREMENT

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion in the Other Personal Services (OPS) or Career Service (CS), or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS) unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.

Verification of Selective Service registration will be conducted prior to hire

For more information, please visit the Selective Service website.

SPECIAL NOTE

Please note that this position requires an on‑site schedule of 8:00 a.m. to 5:00 p.m., Monday through Friday. Telework is not available for this role.

APPLICANT INFORMATION & HIRING REQUIREMENTS

Application Information:

• Your Candidate Profile (application) must be complete in its entirety.
• Work History (in easy to review chronological order) Consists of:
  • Any position held by a State of Florida agency
  • Any position held by a Florida University
  • All periods of employment from high school graduation
  • All periods of current or prior unemployment
  • Gaps 3 months of more must be accounted for*
  • Any Education
  • Any Volunteer Experience
  • Your resume and application must match
• *Gaps 3 months of more must be addressed – you will need to account for and explain any gaps in employment including unemployment. You can either list these in your application under Period of Employment or attach a word document listing your gaps.
• It is unacceptable to use the statement "See Resume" in place of entering work history. Your candidate profile will be converted to your official application.
• Include your supervisor names and phone numbers for reference checks or the contract information for your Human Resources office to verify current or former employment.
• Experience, education, training, knowledge, skills and/or abilities as well as responses to pre‑qualifying questions must be verifiable to meet the minimum qualifications.

Hiring Information and Requirements:

• The Bureau of Personnel Management reviews every application for prior State of Florida and Florida University work history in the People First system.
• If claiming Veteran’s Preference, the candidate MUST attach supporting documentation such as the DD214 and your VA Letter that reflects level of disability if applicable. Applicable to career service positions only.
• If claiming Right to First Interview, the candidate MUST attach a copy of your official layoff letter when applying. This only applies to employees laid off from Career Service positions. Applicable to career service positions only.
• The State of Florida is an Equal Opportunity Employer and does not tolerate discrimination or violence in the workplace. Applicants requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority in advance. 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. Successful applicants will be screen in accordance with Chapter 435, F.S., as applicable.

If you are missing any of the items above, your packet may be held up at the final review step.

NOTE: Responses to qualifying questions must be clearly supported by the state application and any omission, falsification, or misrepresentation in the answering of the qualifying questions will be cause for immediate elimination from the selection process.

If you experience problems applying online, please call the People First Service Center at [phone]

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.

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