841007 - OPS GOVERNMENT OPERATIONS CONSULTANT I - 40099880

Date: Nov 12, 2024

The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website (http://www.dms.myflorida.com/workforce_operations/human_resource_management/for_job_applicants/e_verify) .

Requisition No: 841007

Agency: Commerce

Working Title: 841007 - OPS GOVERNMENT OPERATIONS CONSULTANT I - 40099880

Pay Plan: Temp

Position Number: 40099880

Salary: $20.00 hourly

Posting Closing Date: 11/14/2024

Total Compensation Estimator Tool (https://compcalculator.myflorida.com/)

JOB TYPE: FULL TIME /OPS

POSITION LOCATION: Tallahassee,FL (relocation benefits are not available for this position)

OPS Government Operations Consultant I

OPEN COMPETITIVE

www.floridajobs.org/

Your Specific Responsibilities:

The incumbent works in the Customer Information Center, a contact center environment, and is required to answer a variety of telephone calls which include, but not limited to the following:

• Answer incoming technical support calls and emails from jobseekers, employers and/or local workforce development boards (LWDBs) regarding the state’s management information systems – One-Stop Service Tracking (OSST) and Employ Florida. The incumbent will aide in trouble shooting technical issues as well as provide program-specific guidance to customers regarding the Supplemental Nutrition Assistance Program Employment and Training and the Welfare Transition programs.

• Answer telephone calls from workers and employers about workplace issues such as employment discrimination, farmworker rights, child labor, immigration, and wages. Refer customers to the appropriate enforcement agency when appropriate.

• Assist the Reemployment Assistance (RA) division by receiving telephone inquiries, providing general assistance with work registration requirements in Employ Florida and obtaining customer information for callback requests to the appropriate Reemployment Assistance contacts.

• Advise customers regarding new programs and initiatives administered by the Department as well as employment and training services offered through the CareerSource Florida career center network. Also routes internal calls to the appropriate division/contacts within the Department.

• Accurately track and report the various types of customer contacts, on a daily basis.

• Ensure confidentiality of customers’ personal identifying information in order to protect customers and the system from attempted fraudulent activities. Suspicious activities will be required to be quickly reported to the appropriate interested parties.

• Research customer issues and complete follow-up outgoing calls in order to present resolutions, share information and/or to outline next steps.

• Use a variety of telephone etiquette and customer-service techniques with challenging callers.

• Coordinate with internal and external partners to ensure resolution of customers’ needs.

• Provide information about emergency services to callers during and following natural disasters.

  Required Knowledge, Skills, and Abilities:

• Strong customer service skills

• Ability to effectively develop interpersonal relationships and relate to individuals from various socio-economic backgrounds.

• Knowledge of Florida’s workforce system and related laws, statutes, guidance and policies

• Ability to utilize problem solving techniques.

• Ability to navigate complex web applications.

• Ability to remotely troubleshoot computer settings and connectivity issues with only verbal or email input from users.

• Ability to work well independently as well as to be a contributing, effective team member.

• Ability to communicate effectively both verbally and in writing.

  Qualifications:

  As a condition of pre-employment eligibility, a Level 2 security background screening is required, which consists of fingerprinting and a check of local, state, and national law enforcement records.

  Minimum:

• Duties and responsibilities of this position must be performed at the official work site of the Department.

  Preferred :

• Experience working in a contact/call center environment or other comparable experience.

• Experience providing technical support for a web-based system via telephone or email.

• Fluent in more than one language .

  Pay:

  $20.00 Hourly

  Our Organization and Mission:

  FloridaCommerce works across the state to support Florida’s economy, robust and talented workforce, and our local communities. We are dedicated to making a stronger and more resilient Florida, so our businesses, communities, and workforce are better prepared to withstand future economic slowdowns and natural disasters.

  FloridaCommerce is an Equal Opportunity Employer/Program. Auxiliary aids and services are available upon request to individuals with disabilities. (TTY/TDD 1-800-955-8771 or the Florida Relay Service – 711.)

  Let our mission become yours. To find out more about us, click on the link: http://www.floridajobs.org/

  The Work You Will Do:

  TheOPSGovernment Operations Consultant Iis a member of the Customer Information Center (CIC) within the Bureau of One-Stop and Program Support, Division of Workforce Services. This position works in a contact center environment and serves a critical role in the front lines of Florida’s workforce system and requires effective communication skills and independent judgment.

  We are seeking a candidate who has excellent customer service skills, works well independently as well as part of a team, is skilled in researching and troubleshooting issues and is able to professionally speak and correspond in writing with job seekers, employers and/or local workforce development boards.

  Florida Commerce is a fast-paced work environment in which critical thinking and prioritizing are a must.

  The Difference You Will Make:

  You will interact with the citizens of Florida directly by assisting with providing excellent customer service that will positively impact their lives.

  You will be the voice of FloridaCommerce and receive communication or phone calls for departments and divisions across the Agency. We will work together as an Agency to assist citizens with their particular needs.

  FloridaCommerce is a fast-paced work environment in which critical thinking and prioritizing are a must.

  How You Will Grow:

  FloridaCommerce encourages its employees to constantly innovate and seek efficiencies. Trainings are made available throughout the year and on request with the Office of Training and Development within the Bureau of Human Resource Management. In accordance with our Vision and Mission, the employee:

• Furthers Florida’s economic vision by providing support that enhances the economy and develops, safe, and healthy communities.

• Meets customer/client expectations with an emphasis on responsiveness, quality, quantity, and timeliness of work.

• Provides information clearly, accurately, and succinctly; and exhibits good listening skills.

• Works collaboratively to optimize the effectiveness of FloridaCommerce’s available resources and tools.

• Uses knowledge acquired through education, training, or experience to complete tasks.

  These expectations are for all our employees, and you will be expected to model these as a leader. We believe in supporting and encouraging you as you take on important and often complex projects while offering you the opportunity to gain valuable experience.

  Where You Will Work:

  Tallahassee is Florida’s Capital City and continues to grow by attracting development and new businesses. T allahassee is a mid- sized city in the heart of Florida’s Big Bend. FloridaCommerce’s main office is located in Downtown Tallahassee, the political epicenter that draws in visitors each year to visit the state’s Capitol. Each spring, the legislative session opens, and people pour in to see the Florida Legislature perform business and approve the state’s annual budget. Being in Tallahassee will guarantee you an experience vibrant with a unique experience, professional growth, entertainment, and culture.

  Tallahassee is:

• Known for its beautiful parks, rolling hills and oak trees, canopied roads, hotels, dining, museums, arts, music, and natural resources ( https://talgov.com/ )

• Home to major college campuses, Florida State University (FSU), Florida A & M University (FAMU) and Tallahassee Community College (TCC).

• Approximately 22 miles from the nearest beach ( https://choosetallahassee.com/beaches-near-tallahassee/ )

• Within a state having no state income tax for residents of Florida

  WORKING FOR THE STATE OF FLORIDA HAS BENEFITS!

  • State Group Insurance coverage options+

  (health, life, dental, vision, and other supplemental option)

  • Ongoing comprehensive training provided

  • Career Growth

  • Highly skilled, professional environment

    For a more complete list of benefits, visit www.mybenefits.myflorida.com .

    • We care about the success of our employees.

    • We are always improving our technology, our tools, our customer’s experiences, and ourselves.

    • A rewarding experience for reliable, compassionate, and professional employees.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

Location:

TALLAHASSEE, FL, US, 32399

Nearest Major Market:Tallahassee