328042 GOVERNMENT OPERATIONS CONSULTANT I

Job title: 328042 GOVERNMENT OPERATIONS CONSULTANT I

Company: State of Florida

Job description: Requisition No: 328042

Agency: Economic Opportunity

Working Title: 328042 GOVERNMENT OPERATIONS CONSULTANT I – 40034601

Position Number: 40034601

Salary: $28,093.00 – $36,979.00 Annually

Posting Closing Date: 07/16/2021

JOB TYPE: FULL TIME/CAREER SERVICE
POSITION LOCATION: Tallahassee, FL

OPEN COMPETITIVE

**** Multiple positions will be filled from this advertisement.****

www.floridajobs.org/

The Florida Department of Economic Opportunity (DEO) works across the state to support Florida’s economy, robust and talented workforce and our local communities. DEO is 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. DEO is focusing our efforts to help Floridians rebuild their homes and lives after the devastating impacts of Hurricanes Irma and Michael.

WHAT MAKES DEO UNIQUE AND A GREAT PLACE TO WORK?

• Highly skilled, professional environment *Healthcare Benefits

• Ongoing comprehensive training provided *Leave Benefits

• Student Loan Forgiveness Program (Eligibility Required) *Career Growth
• Tuition Fee Waivers (Accepted by major Florida colleges/universities)

• We care about the success of our employees.

• We care about the success of our clients.

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

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

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.

TO BE CONSIDERED FOR THIS POSITION RESPONSES TO THE QUALIFYING QUESTIONS. QUALIFYING QUESTIONS AND MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES ARE REQUIRED, AND MUST BE VERIFIABLE BASED ON YOUR SUBMITTED APPLICATION.

The Government Operations Consultant I is a member of the Customer Information Center 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 trouble shooting issues and is able to professionally speak and correspond with job seekers, employers and/or local workforce development boards.

THIS POSITION HAS THE FOLLOWING MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES

• Strong customer service skills
• Ability to effectively develop interpersonal relationships and relate to individuals from various socio-economic backgrounds
• 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

THE HIRED CANDIDATE WILL BE RESPONSIBLE FOR THE FOLLOWING

The incumbent works in the Customer Information Center, a contact center environment, and is required to:

• 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.
• 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) bureau by receiving telephone inquiries, and obtaining information for callback requests to the appropriate RA contacts. Providing detailed assistance with work registration requirements in Employ Florida. 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.
• Other duties as assigned.

PREFERENCE WILL BE GIVEN TO THOSE APPLICANTS THAT HAVE THE FOLLOWING QUALIFICATIONS

• 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.

ADDITIONAL INFORMATION

At DEO, we salute our heroes. We are honored to have the opportunity to support our nation’s veterans and their family members by encouraging them to apply for positions at DEO that fit their skill sets. Let DEO’s mission become yours.

This position’s advertisement may also be viewed by registering on the Employ Florida website at .

The Florida Department of Economic Opportunity 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.)

If you think you have been subjected to unlawful discrimination, you may file a complaint within 180 days from the date of the alleged violation with either the recipient’s Equal Opportunity Officer, or the Director, Civil Rights Center:

• Equal Opportunity Officer, Department of Economic Opportunity, Caldwell Building – MSC 150, 107 East Madison Street, Tallahassee, FL 32399-4129; or

• Director, Civil Rights Center (CRC), U.S. Department of Labor, 200 Constitution Avenue NW, Room N-4123, Washington, DC 20210.

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. 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 . All documentation is due by the close of the vacancy announcement.

Expected salary: $28093 – 36979 per year

Location: Tallahassee, FL

Job date: Sun, 11 Jul 2021 07:14:26 GMT

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