Senior Consumer Service Analyst - 42003720

Requisition No: 828362

Agency: Agriculture and Consumer Services

Working Title: SENIOR CONSUMER SERVICE ANALYST - 42003720

Pay Plan: Career Service

Position Number: 42003720

Salary: $36,000.12 - $39,600.34

Posting Closing Date: 05/07/2024

Total Compensation Estimator Tool

SENIOR CONSUMER SERVICE ANALYST

FLORIDA DEPARTMENT OF AGRICULTURE AND CONSUMER SERVICES

DIVISION OF CONSUMER SERVICES

BUREAU OF MEDIATION AND ENFORCEMENT

• OPEN COMPETITIVE OPPORTUNITY*

CONTACT:

Tina Robinson (850) 410-3845

MINIMUM REQUIREMENTS:

A high school diploma or its equivalent and one (1) year of experience in customer service, administrative work, or regulatory work.

College education from an accredited college or university can substitute at the rate of 30 semester or 45 quarter hours for the year of the required work experience.

An equivalent combination of education and experience which equals one (1) year can substitute for the above requirements.

• ATTENTION CANDIDATES*

To be considered for a position with the Florida Department of Agriculture and Consumer Services:

• All fields in the Candidate Profile must be completed (an attached resume is not a substitution for the information required on the candidate profile).

• Work history, duties and responsibilities, hours worked, supervisor, and formal education fields, etc. must be filled out to determine qualifications for this position.

• Responses to Qualifying Questions must be verifiable in the Candidate Profile.

The Florida Department of Agriculture and Consumer Services values

and supports employment of individuals with disabilities. Qualified

individuals with disabilities are encouraged to apply.

NOTES:

Successful applicants must pass a background screening, including fingerprinting, as a condition of employment.

JOB DUTIES:

Analyzes and scans incoming documents into the Division of Consumer Services (DOCS) or other department database.

Verifies scanned documents to ensure correct database placement, completeness of information and readability.

Accurately inputs public record information into the DOCS or other department database according to established guidelines.

Reviews documents to determine appropriate action, including:

• communicating deficiencies to businesses;
• determining if the issuing of a permit, registration or license is required;
• referrals to other personnel, sections or government agencies;
• analyzing and processing complaints or other evidence to identify regulatory violations;
• sending appropriate letters to businesses and consumers along with any necessary follow-up to achieve desired results.

Communicates in writing and by phone with businesses, consumers, other governmental agencies, and claimants to provide services as required and follows up as necessary. Documents all communications in DOCS or other department database.

Creates reports, letters, memoranda, proposals, bond claim affidavits and other official documents necessary to complete assigned tasks.

Works with businesses and consumers to informally mediate disputes within programs regulated by the Division of Consumer Services or non-regulated programs by letter, email, fax and phone or refers complaints to appropriate regulatory agency. Updates database with all documents and communications pursuant to the mediation and closes case by entering appropriate status based on the informal mediation results.

Refers complaints with regulatory violations for potential administrative action (including bond claims) based upon the analyses of properly documented records.

May assist department's legal staff in preparation of court cases, including court appearances to provide testimony, if/when necessary.

Assists management in conducting necessary research and/or providing regulatory statistics, as requested. May also assist management by monitoring and reviewing complaint handling processes to detect areas that may need improvement.

Provides division personnel with relevant information and materials to assist in the preparation of administrative complaints, court actions and other reports or correspondence necessary for resolution of registration issues, mediation and/or enforcement.

Provides information to consumers, businesses and claimants on their rights and responsibilities, and provides information on the duties and regulatory responsibilities and functions of the Division of Consumer Services.

This position is required to assist other sections within the Division of Consumer Services, and performs related work and other tasks as required by division management.

The Benefits of Working for the State of Florida

Working for the State of Florida is more than a paycheck. 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, including health, life, dental, vision and other supplemental insurance options;

• Retirement plan options, including employer contributions (For more information, please visit www.myfrs.com;)

• Flexible Spending Accounts;

• Tuition waivers;

• And more!

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

For an estimate of the total compensation package for this position, please visit the "Total Compensation Estimator Tool" located above under the "Posting Closing Date."

SPECIAL NOTES:

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.

VETERANS' PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans' Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans' Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans' Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.