Senior Consumer Service Analyst

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 Office of the Attorney General (OAG) represents the State of Florida in state and federal civil and criminal courts. The Attorney General’s Office also provides legal protections for Floridians against consumer fraud through enforcement of state laws.

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

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, 8:00 am – 5:00 pm. Regular attendance and punctuality is required.

Duties include but are not limited to:

• Answer 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 to seven minutes, but calls can run longer based on issue.
• Analyst must be cognitive and speak clearly in English (or Spanish if the position is Spanish).
• Assist with returning calls from correspondence written in English (or Spanish if the position is Spanish) 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 maintain a daily quota of around 30 calls handled. Qualitative ratings: 0–17 Unsatisfactory, 18–26 Needs Improvement, 27–32 Meets, 33–40 Commendable, 41+ Exceptional.
• Accurately use phone Aux Work settings during the day and between calls.

SENIOR FUNCTIONS:

• Type clear, accurate, and concise notes about the call in the Hotline database.
• Assist other analysts with call‑related questions and with escalated or more advanced calls.
• Assist supervisor as needed and report potential safety concerns and potential patterns of fraud.
• Assist with training of new analysts.
• Perform all other duties as requested.

How You Will Grow: Citizen Services is on the forefront of consumer issues and works closely with the Consumer Protection Division to collect and identify patterns of consumer complaints that may lead to investigation or action by the agency. In this role you will gain exposure to a broad range of topics including consumer issues, Lemon Law, Medicaid Fraud, identity theft, and more.

This experience is valuable for promotion into other OAG positions.

Minimum Qualifications:

• Two years of experience in customer service, customer…