851591- GOVERNMENT OPERATIONS CONSULTANT I - 40044130 1

Requisition No: 851591 

Agency: Commerce

Working Title: 851591- GOVERNMENT OPERATIONS CONSULTANT I - 40044130 1

 Pay Plan: Career Service

Position Number: 40044130 

Salary:  $43,416.36 - $44,718.84 Annually 

Posting Closing Date: 04/25/2025 

Total Compensation Estimator Tool

JOB TYPE:    FULL TIME /      FULL TIME / Career Service   
POSITION LOCATION:      Tallahassee, FL (relocation benefits are not available for this position) 

Government Operations Consultant I
INTERNAL AGENCY OPPORTUNITY

www.floridajobs.org/

Your Specific Responsibilities:

The incumbent works in the Customer Information Center, a contact center environment, and is required to answer a variety of telephone calls which include, but not limited to the following:

 

Answer incoming technical support calls and emails from jobseekers, employers and/or local workforce development boards (LWDBs) regarding the state’s management information systems – One-Stop Service Tracking (OSST) and Employ Florida. The incumbent will aide in trouble shooting technical issues as well as provide program-specific guidance to customers regarding the Supplemental Nutrition Assistance Program Employment and Training and the Welfare Transition programs. 

 

Answer telephone calls from workers and employers about workplace issues such as employment discrimination, farmworker rights, child labor, immigration, and wages.  Refer customers to the appropriate enforcement agency when appropriate.

 

Assist the Reemployment Assistance (RA) division by receiving telephone inquiries, providing general assistance with work registration requirements in Employ Florida and obtaining customer information for callback requests to the appropriate Reemployment Assistance contacts.

 

Advise customers regarding new programs and initiatives administered by the Department as well as employment and training services offered through the CareerSource Florida career center network.  Also routes internal calls to the appropriate division/contacts within the Department.

 

Accurately track and report the various types of customer contacts, on a daily basis.

 

Ensure confidentiality of customers’ personal identifying information in order to protect customers and the system from attempted fraudulent activities. Suspicious activities will be required to be quickly reported to the appropriate interested parties. 

 

Research customer issues and complete follow-up outgoing calls in order to present resolutions, share information and/or to outline next steps. 

 

Use a variety of telephone etiquette and customer-service techniques with challenging callers. 

 

Coordinate with internal and external partners to ensure resolution of customers’ needs.

 

Provide information about emergency services to callers during and following natural disasters.

 

 

Required Knowledge, Skills, and Abilities:

• Strong customer service skills
• Ability to effectively develop interpersonal relationships and relate to individuals from various socio-economic backgrounds