SUNPASS CUSTOMER SERVICE OPERATIONS ANALYST - 55001795
State of FloridaAbout the role
Requisition No: 862831
Agency: Department of Transportation
Working Title: SUNPASS CUSTOMER SERVICE OPERATIONS ANALYST - 55001795
Pay Plan: SES
Position Number: 55001795
Salary: $54,590.05 - $60,000.20
Posting Closing Date: 10/17/2025
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STATE OF FLORIDA DEPARTMENT OF TRANSPORTATION
JOB POSTING DESCRIPTION
801 / SunPass Program
PENDING CLASSIFICATION UPDATE
OPEN COMPETITIVE
SELECTED EXEMPT SERVICE
FULL-TIME
CONTACT PERSON: Lisa Morgan
CONTACT PHONE NUMBER: 561-488-5303
CONTACT EMAIL ADDRESS: Lisa.Morgan@dot.state.fl.us
ANTICIPATED BI-WEEKYL SALARY: $2,307.70
Join FDOT and be part of the team that works as one to improve safety, enhance mobility and inspire innovation in the Florida transportation system.
Our Mission
The mission of the Florida Department of Transportation is to provide a safe statewide transportation system that promotes the efficient movement of people and goods, supports the state’s economic competitiveness, prioritizes Florida’s environment and natural resources, and preserves the quality of life and connectedness of the state’s communities.
Our Vision
As a OneFDOT team, we serve the people of Florida by providing a transportation network that is well planned, supports economic growth, and has the goal of being congestion and fatality free.
The Work You Will Do:
SunPass Customer Service Operations Analyst/Office of Toll Operations/SunPass Program
This position contributes to the agency by ensuring operational excellence and contract compliance by delivering accurate, data-driven insights into customer service performance; analyzing key metrics such as vendor SLAs, call volumes, and customer satisfaction trends, while helping identify opportunities for improvement and supporting strategic decision-making.
The Difference You Will Make:
Through cooperation, coordination and collaboration among the OneFDOT team, you will be contributing to a strong and empowering culture of TRREC: Trust, Relationships, Respect, Empowerment, and Communication.
How You Will Grow:
FDOT encourages our team members to grow through engagement, empowerment, training, and professional development. Through our agency’s learning management system, you have access to hundreds of computer-based training and instructor-led courses.
Where You Will Work:
Office of Toll Operations
7941 Glades Road
Boca Raton, FL 33434
Annual Salary Range:
$54,590.05 - $60,000.20
Your Specific Responsibilities:
Compiles, interprets, and analyzes operational data such as vendor performance through Service Level Agreement (SLA), Customer service operation metrics such as call and chat session volumes, customer satisfaction (CSAT) trends, and circulates insights to Customer Success Manager and senior management. Maintains reporting dashboards to ensure proactive monitoring of key performance indicators (KPIs) and contract compliance. Has strong knowledge of all operations vendor contract requirements in order to ensure performance compliance. Works closely with vendors and senior management.
Provides daily, weekly, and monthly statistical reports supporting SunPass Customer Service operations. Sources data from a variety of internal and external sources to ensure accuracy and transparency.
Verifies the integrity of vendor-submitted performance data. Ensures reporting aligns with Florida’s Turnpike Enterprise (FTE) contractual requirements. Partners with the quality assurance (QA) and information t
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