CONSUMER SERVICES CONSULTANT (WT: CUSTOMER SERVICE ANALYST II) - 76002473

Requisition No: 875112

Agency: Highway Safety and Motor Vehicle

Working Title: CONSUMER SERVICES CONSULTANT (WT: CUSTOMER SERVICE ANALYST II) - 76002473

Pay Plan: Career Service

Position Number: 76002473

Salary: $35,330.52 Annually

Posting Closing Date: 05/20/2026

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DIVISION OF MOTORIST SERVICES

BUREAU OF COMMERCIAL VEHICLES AND DRIVER SERVICES

• Career Service (CS) Opportunity*
• Open Competitive Advertisement*

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: Nickesha Jones, (850) 617-2745

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 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.

Our Benefits include

• Paid Parental Leave
• 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 youre 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!

Duties and Responsibilities

As Customer Service Analyst II, you will receive telephone and email inquiries, research and resolve complaints and questions from other state's Commercial Driver License Information System (CDLIS) / Problem Driver Pointer System (PDPS) help desks, driver license field offices, American Association of Motor Vehicle Administrators (AAMVA), Federal Motor Carrier Safety Administration (FMCSA), Transportation Safety Administration (TS) and the public concerning commercial driver licenses and POPS. The incumbent is authorized to operate a computer, to verify the eligibility of a driver, and to screen, count, and update driver license records, as necessary. The incumbent is also responsible for independently determining the proper action from error listings to add, delete, or modify driver records. If you enjoy keeping busy while at work and enjoy an environment that strongly values and emphasizes great customer service, you should consider a career with our agency as a Customer Service Analyst II!

Knowledge, Skills, and Abilities

• Proficiency in the use of a personal computer, including, but not limited to, Internet applications and Microsoft products, including Excel, Word, and Outlook.
• Knowledge of principles and processes for providing customer service.
• Ability to find information and identify essential information.
• Ability to listen to what other people are saying and ask questions as appropriate.
• Ability to communicate effectively verbally and in writing.
• Ability to talk to others to effectively convey information.
• Ability to use independent judgement to make decisions and answer questions.

Preferred Qualifications

Preference will be given to candidates with the following:

• Experience using Microsoft (Word and Excel)
• Experience working in a professional office setting.
• Experience reviewing and examining documents.

General Information

• The elements of the selection process may include a skill assessment and/or oral interview.
• Applicants being considered for employment will be required to submit to a fingerprint-based background investigation, which will include a check of the criminal history records of the FBI. Fingerprints and associated information/biometrics will be retained in the FBI's Next Generation Identification (NGI) system and fingerprints may continue to be compared against fingerprints submitted to or retained by NGI.
• FLHSMV employees are paid once a month on the last workday of each month. All state employees are required to participate in the direct deposit program pursuant to s. 110.113 Florida Statutes.

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.