SENIOR CONSUMER SERVICE ANALYST - 41000776

Requisition No: 848387 

Agency: Office of the Attorney General

Working Title: SENIOR CONSUMER SERVICE ANALYST - 41000776

 Pay Plan: Career Service

Position Number: 41000776 

Salary:  $37.852.10 Annually 

Posting Closing Date: 03/22/2025 

Total Compensation Estimator Tool

 

Our Organization and Mission: The Office represents the State of Florida in state and federal civil and criminal courts, from trial courts to the Supreme Court of the United States. 

 

Position Summary: This position is in the Office of the Attorney General within the Citizen Services Unit in Tallahassee, Florida.

 

Pay: $37,852.10 Annually

 

Qualifications: 

Two years of experience in customer service, customer resolution, consumer complaints or citizen advocacy, public relations, interviewing or investigations;
Two years of any combination of relevant experience and education, or an associate degree from an accredited college or university in related area may substitute for 2 years of the required work experience.

 

The Work You Will Do: The responsibilities of this position include, but are not limited to the following: 

• This position answers the Attorney General No Scam Hot Line which receives 300-500 calls daily on a variety of calls from Citizens.  
• Position requires regular attendance and punctuality. 
• This position requires answering live calls for the core work hours of Monday through Friday 8:00 AM – 5 PM.  A one hour lunch and a 15-minute break in the morning and afternoon are provided. 
• Additional hours answering live calls, returning calls, or monitoring and retrieving voicemail messages, either in the office or working remotely, are required during declared states of emergency by the Governor including: Extended to 9 PM Monday to Friday, or later based on call volume. Saturday and Sunday 9:00 AM to 6 PM 
• 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.

 

Job requires the ability to multitask while on the phone with callers: 

• Simultaneously check various databases for case related issues while providing resources to the callers.

 

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.

 

Candidate Profile (application) must be completed in its entirety.

• Include supervisor names and phone numbers for all periods of employment.
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