What are the responsibilities and job description for the CUSTOMER SERVICE REPRESENTATIVE II - 73005173 position at State of Florida?
Requisition No: 828048
Agency: Department of Revenue
Working Title: CUSTOMER SERVICE REPRESENTATIVE II - 73005173
Pay Plan: Career Service
Position Number: 73005173
Salary: $37,959.96 - $51,453.36 / annually
Posting Closing Date: 05/06/2024
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Florida Department of Revenue
Child Support Program
Customer Service Representative II (Quality Control Analyst)
Orlando
This is an Internal Agency Advertisement
The Florida Department of Revenue’s Child Support Program helps children get the financial support they need and deserve, promoting more stable childhoods and brighter futures. The Department invites you to apply to become an essential member of our team. We are committed to maintaining a diverse workforce and providing employment opportunities to veterans and individuals who have a disability. To learn more about the Department of Revenue’s excellent array of benefits, including career training, tuition waivers, paid vacations, insurance, and retirement programs, visit our website.
JOB SUMMARY:
This position performs as a team lead for customer support using a variety of methods including telephone, in person, chat or email for child support cases and is an excellent fit for critical thinkers. If you enjoy working with others and problem solving, this may be the position for you. Your duties would include:
- Mentoring and training to team members
- Initiating and responding to requests
- Coordinating with internal and external partners
- Researching and resolving cases issues
- Gathering information and analyzing case data to determine next steps
- Interviewing customers in person and/or over the telephone
- Interacting with other states, employers, and other business partners
- Making decisions based on case information and provided documentation
MINIMUM REQUIREMENTS:
- Currently employed with the Florida Department of Revenue.
- Two years of Child Support Program experience.
- Experience coaching, mentoring or instructing others.
- Two years of experience conducting research and analyzing information to make decisions.
- Two years of experience communicating with customers for the purpose of resolving inquiries.
SPECIAL NOTES:
- This role is eligible for telework after you complete required training and reach an acceptable level of proficiency.
- In lieu of an SVT, this position will make use of the Alternative Screening Criteria.
SALARY: $37,959.96 - $51,453.36
BENEFITS:
Benefits include, but are not limited to, health insurance, life insurance, tuition waivers, paid sick and personal leave, 10 paid holidays annually, retirement savings, and vision and dental insurance.
ADDITIONAL INFORMATION YOU NEED TO KNOW
CONTACT INFORMATION: Mayrin Figueroa, (321) 347-3100, Mayrin.Figueroa@floridarevenue.com
SCREENING DISCLAIMER: Your responses to qualifying questions must be verifiable by skills and/or experiences you stated on your candidate profile and/or resume.
CANDIDATE POOL: Future vacancies may be filled from this advertisement for a period of up to six months.
CRIMINAL BACKGROUND CHECKS: You will be required to undergo a National Level-2 criminal background check which requires you to provide your fingerprints.
REMINDER: Male candidates born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday or have a Letter of Registration Exemption from the SSS. For more information, please visit the SSS website at http://www.sss.gov.
The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.
Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.
The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.
VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.
Salary : $37,960 - $51,453
