CUSTOMER SERVICE ANALYST II - 76005052

Requisition No: 857320 

Agency: Highway Safety and Motor Vehicle

Working Title: CUSTOMER SERVICE ANALYST II - 76005052

 Pay Plan: Career Service

Position Number: 76005052 

Salary:  $35,330.52 Annually 

Posting Closing Date: 08/01/2025 

Total Compensation Estimator Tool

Division of Motorist Service

 

Bureau of Customer Service

 

*Career Service*

 

*Open Competitive*

 

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. 

 

Contact Person: Celia Whittaker, (407) 235-1638

 

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 to A Safer Florida through 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

• Paid Parental Leave
• 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 friendly, customer-focused, and energetic team players for our Customer Service Analyst II positions. Members are responsible for assessing caller inquiries to resolve requests for service.  You will apply technology skills by utilizing computer applications and search engines to provide accurate information related to driver licenses and motor vehicles rules and regulations. In this position, you will also work as part of a team that values open communication and feedback regarding strategies for improving customer service. 

 

Preferred Qualifications

Preference will be given to candidates with the following:

• Have customer service experience
• Have experience resolving customer concerns
• Be comfortable and proficient in the use of computer and internet applications to efficiently navigate through and enter or extract information
• Value customer service and the importance of responsiveness and follow-through
• Portray a positive, respectful and professional image
• Be able to stay calm and work effectively in stressful situations
• Possess excellent active listening, oral and written communication skills that include the ability to articulate and convey information so that it is easily understandable for customers.   
• Be able to understand and apply a comprehensive knowledge of Driver License and Motor Vehicle laws, agency policies and procedures, and best practices.
• Be able to use critical thinking, judgement, and discretion to evaluate and interpret information, identify problems, draw accurate conclusions and make sound decisions. 
• Develop and maintain effective working relationships and work collaboratively with others to achieve team goals.
• Be flexible, able to adapt to change and react professionally to changing conditions. 
• Possess a strong work ethic and approach work with a sense of commitment, urgency and personal accountability.
• Possess strong computer application skills