SENIOR CONSUMER SERVICE ANALYST - 41002040

My Florida CFO; Tallahassee (FL); Ibrido; USD 39.000 - 47.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance

Retirement plan

Paid holidays

Descrizione del lavoro

Office of the Attorney General is seeking a Senior Consumer Service Analyst to handle calls on the No Scam Hotline, in English and Spanish, assisting with consumer inquiries, referrals, and intake for the Consumer Protection Division. This role requires excellent communication, strong typing, and the ability to work with a diverse public.

The office offers a comprehensive benefits package and a competitive salary; employment is with the State of Florida in Tallahassee, with standard hours and

Competenze

• Two years of experience in customer service, customer resolution, consumer complaints or citizen advocacy, public relations, interviewing or investigations.
• An associate degree from an accredited college or University, or
• Two years of any combination of relevant experience and education

Mansioni

• Answer the OAG Hotline in English and Spanish and assist callers with a wide variety of consumer inquiries and complaint issues.
• Provide callers a positive customer service and call resolution experience; make referrals to government and community resources and programs.
• Type clear, accurate notes about the call in Hotline database and assist with escalated or more advanced calls.

Conoscenze

Excellent communication skills

Good typing skills

Bilingual English/Spanish

Formazione

Associate degree

Descrizione del lavoro

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SENIOR CONSUMER SERVICE ANALYST - 41002040

Date: Oct 15, 2026

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

Requisition No:877952

Agency: Office of the Attorney General

Working Title: SENIOR CONSUMER SERVICE ANALYST - 41002040

This is a re-advertisement. Prior applicants need not re-apply

We are looking to hire reliable, professional, and compassionate individuals who love to help people to work onour 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 morebelowabout why we’re a great place to work.

Our Organization and Mission: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.

Salary and Benefits: $43,000.14 Annually / $1,653.85 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 click www.myfrs.com ).

The Difference You Will Make: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.

The Work You Will Do: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

How You Will Grow: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.

Minimum Qualifications:In order to qualify for the position, candidatesMUSTpossess:

• 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.

Preferred Qualifications