CUSTOMER SERVICE ANALYST III - 76001554

Requisition No: 854240 

Agency: Highway Safety and Motor Vehicle

Working Title: CUSTOMER SERVICE ANALYST III - 76001554

 Pay Plan: Career Service

Position Number: 76001554 

Salary:  $38,346.00 Annually 

Posting Closing Date: 06/23/2025 

Total Compensation Estimator Tool

Division of Motorist Services

 

Bureau of Customer Service

 

*Career Service*

 

*Internal Agency - FLHSMV Employees and Tax Collector Offices Only*

 

*This position is eligible for working remotely. Periodic onsite work is required.*

 

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: Roselyn Chungata, (407) 235-1614

 

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 Responisbilities
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.
• Ability to research and resolve escalated inquiries with little or no guidance.
• Fluent in Spanish, oral and written, preferred but not required