Investigation Specialist Ii; Wt: Customer Service Analyst Iii

Requisition No: 880447

Agency:
Highway Safety and Motor Vehicle

Working Title:

INVESTIGATION SPECIALIST II (WT: CUSTOMER SERVICE ANALYST III)

Pay Plan:
Career Service

Position Number:

Salary: $38,346.00 Annually

Posting Closing Date: 09/09/2026

• Career Service (CS) Opportunity*
• Internal Opportunity*

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.

Contact Person:
Roselyn Chungata, , roselynchungata

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 to A Safer Florida through 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.

• Paid Parental Leave
• Annual and Sick Leave Package
• Nine Paid Holidays
• State Health and Life Insurance
• Educational Benefits
• Contributory Retirement Plan

The Division of Motorist Services’ Bureau of Customer Service is looking for people friendly, customer-focused, and energetic team players for our Senior Highway Safety Specialist positions. The Bureau of Customer Service is comprised of a high-volume Call Center that answers more than 4,000 inquiries per day, 5 days a week. Our Senior Highway Safety Specialists are responsible for providing resolution to escalated telephone inquiries by means of investigating, analyzing, and researching complaints.

This position provides daily assistance to the Customer Service Center by completing detailed activity logs of customer contacts; identifies the developmental needs of others through coaching and mentoring; and responds to internal and external customers via email.

• Skill in understanding and interpreting statutes, policies and procedures pertaining to driver licenses and motor vehicle laws.
• Skill in using Microsoft Office Suite to include Word, Outlook, Teams.
• Skill in the use of general office equipment to include computer, multi-line phone, fax and copier.
• Ability to coach and motivate others.
• Skill in the use of Florida Driver Licenses Issuance System (FDLIS), Online Registration and Identity Operating Network (ORION), Driver and Vehicle Information Database (DAVID), and CSC-Expert Systems.
• Skill in providing customer service to internal and external customers.
• Ability to maintain high standards of professionalism, diplomacy, and patience while handling difficult situations.
• Ability to communicate effectively and efficiently, both orally and written.
• Skill in researching, analyzing, and resolving customer inquiries.
• Ability to work independently and as a team.
• Skill in intranet research.
• Ability to research and resolve escalated inquiries with little or no guidance.

Preference will be given to candidates with the following:

• Fluent in Spanish, oral and Written
• Experience in research, analysis and resolution of Driver License and Motor Vehicle related inquiries or complaints.

• This is a call center position that requires continuous call taking throughout the day with two 15-minute breaks and a one-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…