State of Florida · 1 day ago
SENIOR CONSUMER SERVICE ANALYST - 41000324
Tallahassee, FL
Full-time
Onsite
Mid, Senior Level
$39K/yr - $39K/yr
2+ years expThe State of Florida's Office of the Attorney General is seeking a Senior Consumer Service Analyst to join their Citizen Services team. The role involves assisting callers with consumer inquiries and complaints, providing information on consumer protection, and conducting intake services for various divisions within the agency.
Government Administration
No H1B
U.S. Citizen Only
Responsibilities
Job entails answering calls for the OAG Hotline for 2-3 hours at a time, either sitting or standing at a desk, using wireless telephone headset, and a double monitor computer
Average call length is three – seven minutes, but calls can run longer based on issue
Analyst must be cognitive and speak clearly in English (or Spanish if Spanish position), with an upbeat and positive voice
Assist with returning calls from correspondence written in English (or Spanish if Spanish position) as needed
Ability to handle difficult calls, issues range from providing directory information to dealing with angry upset callers
Ability to type 35 words per minute and maintaining a daily quota of around 30 calls handled, as detailed: 0 – 17 Unsatisfactory 18 – 26 Needs Improvement 27 – 32 Meets 33 – 40 Commendable 41+ Exceptional
Accurately use phones Aux Work settings during the day and between calls
Type clear, accurate, and concise notes about the call in Hotline database
Assist other analyst with call related questions and with escalated or more advance calls
Assist supervisor as needed and report potential safety concerns and potential patters of fraud
Assist with training of new analyst
Performs all other duties as requested
Qualification
Required
Two years of experience in customer service, customer resolution, consumer complaints or citizen advocacy, public relations, interviewing or investigations
An associate degree from an accredited college or University, or
Two years of any combination of relevant experience and education
Excellent communication skills
Good typing skills
Ability to work on the phones for an extended period
Ability to handle difficult calls
Ability to type 35 words per minute
Regular attendance and punctuality is required
Preferred
Excellent verbal and written communication skills
Skill using a computer, word processing and data entry software
Typing minimum 35 words per minute (WPM)
Experience in a call center or customer service environment, customer resolution, consumer complaints, or citizen advocacy
Experience conducting fact-finding research, analyzing and/or summarizing information
Benefits
Annual and Sick Leave benefits.
Nine paid holidays and one Personal Holiday each year.
State Group Insurance coverage options, including:
Health insurance (totaling an annual family benefit value of $19,812, or $9,161 for individuals).
Basic life insurance policy for $25,000 at no cost for all employees.
Life, Dental, and Vision
Additional Supplemental Insurance options
Retirement plan options, including employer contributions (For more information, please click www.myfrs.com ).
Flexible Spending Accounts
Tuition waivers.
And more! For a more complete list of benefits, visit www.mybenefits.myflorida.com .
Company
State of Florida
The State of Florida is an online telephone and email directory for state government agencies and employees in Florida.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Richard Herstein, MD, MHA, MBA
Chief Hospital Administrator (CEO) and Chief Medical Officer (CMO)
Jimmy Patronis
Chief Financial Officer
Recent News
St Pete Catalyst
2026-01-25
St Pete Catalyst
2026-01-14
2026-01-14
Company data provided by crunchbase