The State of Florida's Department of Highway Safety and Motor Vehicles is seeking a Customer Service Analyst II to join their Bureau of Customer Service. The role involves assessing caller inquiries, resolving service requests, and utilizing technology to provide accurate information related to driver licenses and motor vehicle regulations.

Responsibilities

• Assessing caller inquiries to resolve requests for service
• Applying technology skills by utilizing computer applications and search engines to provide accurate information related to driver licenses and motor vehicles rules and regulations
• Working as part of a team that values open communication and feedback regarding strategies for improving customer service

Skills

• Have one (1) year 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 with the ability to quickly learn applications related to business operations such as Microsoft Office products, as well as agency information systems

Benefits

• Paid Parental Leave
• Annual and Sick Leave Package
• Nine Paid Holidays
• State Health and Life Insurance
• Educational Benefits
• Contributory Retirement Plan

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