INVESTIGATION SPECIALIST II (WT: CUSTOMER SERVICE ANALYST III)

My Florida CFO; Tallahassee (FL); Vor Ort; USD 45.000 - 60.000; Vollzeit

Zusammenfassung

Florida Department of Highway Safety and Motor Vehicles is seeking an Investigation Specialist II for a high-volume customer service environment. The role focuses on investigating and resolving escalated inquiries, documenting interactions, and coaching teammates to improve service quality.

The position emphasizes professionalism, written and verbal communication, and the ability to work independently or as part of a team in a state government setting.

Qualifikationen

• Knowledge of statutes, policies and procedures related to driver licenses and motor vehicle laws.
• Experience using Microsoft Office applications (Word, Outlook, Teams).
• Ability to coach and mentor others while handling inquiries.
• Experience with FD LIS, ORION, DAVID, and CSC-Expert Systems is preferred.
• Strong customer service skills for internal and external customers.

Aufgaben

• Provide resolution to escalated inquiries by investigating and researching complaints.
• Maintain daily activity logs of customer contacts and inquiries.
• Coach and mentor team members to identify developmental needs.
• Respond to internal and external customers via email.

Kenntnisse

Statutes & policies understanding

MS Office suite

General office equipment

Coaching & mentoring

FDLIS/ORION/DAVID/CSC-Expert

Customer service

Professionalism and diplomacy

Oral and written communication

Research & analysis

Independence & teamwork

Intranet research

Jobbeschreibung

INVESTIGATION SPECIALIST II (WT: CUSTOMER SERVICE ANALYST III)

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

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.

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 toA Safer Floridathrough 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

• 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 Responsibilities

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.