41000208 Consumer Service Analyst
The Florida Attorney General's Office of Citizen Services (CS) operates the Attorney General’s Fraud Hotline at (850) 414-3990 or toll-free within Florida (866) 966-7226. The Hotline serves as the initial point-of-contact for consumer complaints, Lemon Law complaints, Medicaid Provider Fraud complaints, and general inquiries. During declared states of emergency, the Hotline also functions as the Attorney General's Price-Gouging Hotline.
Citizen Services serves as the portal for the public to communicate with their elected Attorney General. On the forefront of consumer issues, Citizen Services works closely with the Attorney General's Consumer Protection Division to collect and identify patterns of consumer complaints that might indicate the need for further investigation or action by the agency. Citizen Services collects data from complainants; identifies and compiles complaint data; distributes fraud prevention information, complaint forms, affidavits, and specific case-related updates; and provides referrals to other government and community resources and services.
MINIMUM REQUIREMENTS:
A bachelor's degree from an accredited college or university.
Experience in consumer complaint program work, interviewing, business administration, customer or public relations, investigations, insurance, utilities engineering, or utilities rate analysis can substitute on a year-for-year basis for the required college education.
Preference will be given to applicants with customer service and telephone customer service experience.
JOB SUMMARY:
This position answers the Attorney General No Scam Hot Line which receives 300-500 calls daily on a variety of calls from Citizens.
This position requires answering live calls for the core work hours of Monday through Friday 8:00 AM – 5 PM. A one hour lunch and a 15-minute break in the morning and afternoon are provided.
Position requires regular attendance and punctuality.
Additional hours are required during declared states of emergency by the Governor including:
Extended to 9 PM Monday to Friday, or later based on call volume.
Saturday and Sunday 9:00 AM to 6 PM
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 head set, 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, with an upbeat and positive voice.
Ability to handle difficult calls, issues range from providing directory information to dealing with angry upset callers.
Ability to process 7-12 calls per hour and type 35 words per minute.
Accurately use phones Aux Work settings during the day and between calls.
Job requires the ability to multitask while on the phone with callers:
Simultaneously check various databases for case related issues while providing resources to the callers.
Type clear, accurate, and concise notes about the call in Hotline database.
KSA/EXAMPLES OF WORK PERFORMED:
This position involves independent research and preparation of responses to public inquiries (written and verbal) directed to the Attorney General of the State of Florida. Excellent verbal and written communication skills required. Knowledge of organization of state governmental agencies helpful. Good computer skills essential.