Requisition No: 807719
Agency: Office of the Attorney General
Working Title: CITIZEN SERVICES CONSULTANT – 41000862
Position Number: 41000862
Salary: $40,000
Posting Closing Date: 08/18/2023
This advertisement will be used to fill multiple correspondence center positions.
Dear Jobseekers,
We are looking to hire reliable, professional, and compassionate individuals who love to help people to work on our Citizen Services team.
If you have excellent written and verbal communication skills, good typing skills, and can research and respond to correspondence for extended periods, you are a great candidate for our position!
Learn more below about why we’re a great place to work.
Our Organization and Mission:The Office of the Attorney General (OAG) represents the State of Florida in state and federal civil and criminal courts, from trial courts to the U.S. Supreme Court. The Attorney General’s Office also provides legal protections for Floridians against consumer fraud through enforcement of state laws. At the OAG, staff are afforded an array of opportunities to serve the community and citizens of Florida, including in areas of criminal appeals, civil litigation, consumer protection, Medicaid fraud, and victims and civil rights. We invite you to visit our website at www.myfloridalegal.com to learn more about the State of Florida’s law firm and its many opportunities.
Salary and Benefits: $40,000.22 Annually / $1,538.47 Biweekly
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 insurance (totaling an annual family benefit value of $19,812, or $9,161 for individuals).
- Basic life insurance policy for $25,000 at no cost for all employees;
- Life, Dental, and Vision
- Additional Supplemental Insurance options
- Retirement plan options, including employer contributions (For more information, please click www.myfrs.com).
- Flexible Spending Accounts
- Tuition waivers.
- And more!
For a more complete list of benefits, visit www.mybenefits.myflorida.com.
The Difference You Will Make:
The Office of Citizen Services is dedicated to the Attorney General’s vow to protect the citizens of Florida from fraud, and serves as the agency’s point-of-contact for complaints and inquiries; provides the public with information on the Attorney General’s duties, responsibilities and initiatives; provides reliable information on consumer scams, emerging issues, and resources; and provides meaningful help to consumers toward resolving complaints through referrals and informal mediation when appropriate. During declared states of emergency, we also operate the OAG’s Price-Gouging Hotline.
The Work You Will Do:
In this position you will serve as a Citizen Services Consultant providing the public with positive customer service and customer resolution experience by researching and responding to complaints and inquiries verbally and in writing. Representatives review and respond to correspondence, conduct research and distribute consumer protection and fraud prevention information, and make referrals to regulatory authorities, consumer advocacy organizations and services as needed. Training is provided for using in-house resources, guidelines, and processes.
Duties include but are not limited to:
- Composes email and postal correspondence in English to provide accurate referrals to local, state, and federal agencies, consumer advocacy organizations, and consumer protection resources as trained, using in-house resources, guidelines, and processes.
- Writes accurate, plain language summaries to document and update internal information on complaints and inquiries.
- Independently reviews and documents complaints.
- Conducts accurate research using multimedia resources and fact checking to determine additional referrals and resources.
- Interacts with consumers and other agencies and organizations concerningconsumer complaints.
- Maintains professionalism, diplomacy, and patience when communicating with the public.
- Identifiespatterns of consumer complaints for escalation and review.
How You Will Grow:
Citizen Services is on the forefront of consumer issues and works closely with the Consumer Protection Division to collect and identify patterns of consumer complaints that may lead to investigation or action by the agency. In this role you will gain exposure to a broad range of topics including consumer issues, Lemon Law, Medicaid Fraud, identify theft, and more. This experience is valuable for promotion into other Citizen Services positions.
Minimum Qualifications:
In order to qualify for the position, candidates MUST possess:
- A bachelor’s degree and two years of professional experience in consumer advocacy, investigations, journalism, public relations, or analyst work.
OR
- A master’s degree can substitute for one year of the required experience.
OR
- Professional or nonprofessional experience as described above can substitute on a year-for-year basis for the required college education.
Applicants who meet the minimum qualifications will be invited to complete a skills assessment. Those who meet the minimum cutoff score of 75 on the skills test will be invited to advance to the interview.
Preferred Qualifications:
- Strong written and verbal communication and listening comprehension skills.
- Strong interpersonal skills, ability to relate to a broad array of clients across the organization and adjust communication based on audience.
- Ability to read, comprehend, analyze, summarize, and respond to complex written complaints.
- Ability to effectively communicate with customers and entities and understand customer priorities.
- Ability to efficiently manage time, competing priorities and multiple deadlines.
- Ability to work effectively independently and with others in a team environment.
IMPORTANT NOTICE:
To be considered for the position, your People First Applicant Profile must be completed in its entirety.
Applicants must ensure all employment periods and detailed work experience is listed on the application (including military service, self-employment, job-related volunteer work, internships, etc.) and that gaps in employment are explained.
Applicants who do not respond to the qualifying questions will not be considered for this position. Responses to qualifying questions must be verifiable by skills and/or experience stated on the employment application and/or resume.
Current and future vacancies may be filled from this advertisement for a period of up to six months. Following the six-month period, a new application must be submitted to an open advertisement to be considered for that vacancy.
All state employees are required to participate in the direct deposit program pursuant to s. 110.113, F.S.
CRIMINAL BACKGROUND CHECKS/ DRUG FREE WORKPLACE:All OAG positions are “sensitive or special trust” and require favorable results on a background investigation including fingerprinting, pursuant to s. 110.1127(2)(a), F.S. The State of Florida supports a Drug-Free Workplace, all employees are subject to reasonable suspicion or other drug testing in accordance with section 112.0455, F.S., Drug-Free Workplace Act. We hire only U.S. citizens and those lawfully authorized to work in the U.S.
E-VERIFY STATEMENT:The Office of the Attorney General participates in the U.S. government’s employment eligibility verification program (e-verify). E-verify is a program that electronically confirms an employee’s eligibility to work in the United States after completion of the employment eligibility verification form (i-9).
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.