Senior Consumer Service Analyst

SENIOR CONSUMER SERVICE ANALYST -

Date:
Feb 6, 2026

The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website.

Requisition No: 869529

Agency:
Office of the Attorney General

Working Title:

SENIOR CONSUMER SERVICE ANALYST -

We are looking to hire reliable, professional, and compassionate individuals who love to help people to work on our Citizen Services team.

If you have excellent communication skills, good typing skills, and can work on the phones for an extended period, you are a great candidate for our position!

Learn more below about why we’re a great place to work.

The Organization and Mission
:
The Office of the Attorney General (OAG) represents the State of Florida in state and federal civil and criminal courts, from trial courts to the U.S. Supreme Court. The Attorney General’s Office also provides legal protections for Floridians against consumer fraud through enforcement of state laws. At the OAG, staff are afforded an array of opportunities to serve the community and citizens of Florida, including in areas of criminal appeals, civil litigation, consumer protection, Medicaid fraud, and victims and civil rights.

We invite you to visit our website at  to learn more about the State of Florida’s law firm and its many opportunities.

Salary and Benefits
: $38,852.84 Annually / $1,494.34 Biweekly

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• 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

The Difference You Will Make
:
The Office of Citizen Services is dedicated to the Attorney General's vow to protect the citizens of Florida from fraud, and serves as the agency's point-of-contact for complaints and inquiries; provides the public with information on the Attorney General's duties, responsibilities and initiatives; provides reliable information on consumer scams, emerging issues, and resources; and provides meaningful help to consumers toward resolving complaints through referrals and informal mediation when appropriate.

During declared states of emergency, we also operate the OAG’s Price-Gouging Hotline.

The Work You Will Do
:
As a Citizen Services Call Center Representative, you will answer the Attorney General’s “No Scam” hotline in both English and Spanish and assist callers with a wide variety of consumer inquiries and complaint issues. Representatives provide callers a positive customer service and call resolution experience by distributing customer protection and fraud prevention information, making referrals to government and community resources and programs, and conducting intake services for the OAG's Consumer Protection Division, Medicaid Fraud Control Unit, Lemon Law, and more.

Training is provided for using in-house call resources guidelines, and processes. Workstations are equipped with double-monitor computers, wireless telephone headsets, and desks with the ability to sit or stand.

Business hours are Monday – Friday, 8:00am - 5:00pm. Regular attendance and punctuality is required.

Duties include but are not limited to
:

• 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)
• 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 maintain…