Ops Government Operations Consultant

OPS Government Operations Consultant I

Location: Tallahassee, FL

Pay: $20.00 per hour

• Answer incoming technical support calls and emails from jobseekers, employers and local workforce development boards regarding state management information systems and employment programs.
• Answer telephone calls from workers and employers about workplace issues, including discrimination, farm worker rights, child labor, immigration, and wages, and refer customers to the appropriate enforcement agency.
• Assist the Reemployment Assistance division with phone inquiries, provide help with work registration requirements, and obtain customer information for callback requests.
• Advise customers on new programs, initiatives, and career services, and route internal calls to appropriate contacts.
• Accurately track and report customer contacts daily.
• Ensure confidentiality of customers’ personal identifying information and report suspicious activities promptly.
• Research customer issues and make follow‑up calls to present resolutions, share information, and outline next steps.
• Use telephone etiquette and customer‑service techniques with challenging callers.
• Coordinate with internal and external partners to resolve customer needs.
• Provide information about emergency services to callers during and after natural disasters.

• Develop interpersonal relationships and relate to individuals from diverse socio‑economic backgrounds.
• Knowledge of Florida’s workforce system, laws, statutes, guidance, and policies.
• Apply problem‑solving techniques.
• Navigate complex web applications.
• Remotely troubleshoot computer settings and connectivity issues based on verbal or email input.
• Work independently and as a contributing team member.
• Communicate effectively verbally and in writing.

Background Screening: Level 2 security screening required.

• Duties performed at the official work site of the Department.
• Travel may be required.

• Experience working in a contact/call center or comparable environment.
• Experience providing technical support for a web‑based system via telephone or email.
• Fluency in more than one language.

• State Group Insurance coverage (health, life, dental, vision, and other supplemental options).
• Drug‑free workplace. Reasonable suspicion drug testing in accordance with Florida law.
• EEO employer. The State of Florida is an EEO employer under Florida Law, 110.211 F.S. and the Americans with Disabilities Act.

For assistance with accommodations, contact the People First Service Center at (1‑866‑663‑4735) Monday‑Friday, 8:00 a.m. to 6:00 p.m. Eastern Time. Call the People First Service Center at (877) 562‑7287 for additional support.