Consumer Services Consultant; Wt: Customer Service Analyst Ii

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date: aug 19, 2026

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requisition no:881733

agency: highway safety and motor vehicle

working title: consumer services consultant (wt: customer service analyst ii) -

to be considered for this position, applicant responses to qualifying questions must be clearly stated within the employment history. Software systems, actual work experience, and years of employment must be clearly defined, or the application may not be considered for the position.

the organization

the florida department of highway safety and motor vehicles (flhsmv) provides highway safety and security through excellence in service, education, and enforcement. With a workforce of approximately 4,500 employees throughout the state, the department is leading the way toa safer floridathrough the efficient and professional execution of its core mission: the issuance of driver licenses, vehicle tags and titles, and operation of the florida highway patrol.

• annual and sick leave package
• nine paid holidays
• state health and life insurance
• educational benefits
• contributory retirement plan

to learn more about flhsmv and why it’s a great place to work, visit our website at:flhsmv.gov/careers .

if you're seeking employment with a meaningful mission, opportunities for skill growth and career advancement, competitive medical and life insurance, retirement benefits, ample vacation and sick leave, paid holidays, and educational assistance, consider building your career at flhsmv!

the division of motorist services’ bureau of customer service is looking for friendly, customer-focused, and energetic team players for our customer service analyst ii positions. Members are responsible for assessing caller inquiries to resolve requests for service. You will apply technology skills by utilizing computer applications and search engines to provide accurate information related to driver licenses and motor vehicles rules and regulations.

In this position, you will also work as part of a team that values open communication and feedback regarding strategies for improving customer service.

preference will be given to candidates with the following:

• have customer service experience
• have experience resolving customer concerns
• be comfortable and proficient in the use of computer and internet applications to efficiently navigate through and enter or extract information
• proficient in typing 30-40 words per minute
• value customer service and the importance of responsiveness and follow-through
• portray a positive, respectful and professional image
• be able to stay calm and work effectively in stressful situations
• possess excellent active listening, oral and written communication skills that include the ability to articulate and convey information so that it is easily understandable for customers.
• be able to understand and apply a comprehensive knowledge of driver license and motor vehicle laws, agency policies and procedures, and best practices.

• this is a call center position that requires continuous call taking throughout the day with two 15-minute breaks and an hour lunch.
• be available for incoming calls/inquiries up to 8 hours each day between the hours of 8:00am to 5:30pm.
• be flexible with work schedule to ensure coverage during peak times.
  
  Note:
  
  scheduled hours may vary slightly due to business needs.
• this position is eligible for telework in accordance with agency policy. Telework arrangements are subject to operational needs, supervisory approval, and may be modified or terminated at any time. Telework may only be performed from an approved location within the state of florida. Selected applicants who do not reside in the state of florida must report on-site until florida residency is established.
  
  Selected applicants must also reside within a reasonable commuting distance to be able to report to the assigned work location during the first 60…