Job Information
MyFlorida OPS CUSTOMER SUPPORT SPECIALIST - 67980023 in TALLAHASSEE, Florida
OPS CUSTOMER SUPPORT SPECIALIST - 67980023
Date: Mar 20, 2025
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: 849367
Agency: Agency for Persons with Disabilities
Working Title: OPS CUSTOMER SUPPORT SPECIALIST - 67980023
Pay Plan: Temp
Position Number: 67980023
Salary: $19.50 - Hourly
Posting Closing Date: 03/28/2025
Total Compensation Estimator Tool (https://compcalculator.myflorida.com/)
AGENCY FOR PERSONS WITH DISABILITIES
POSITION: CUSTOMER SERVICE SPECIALIST - Other Personal Services (OPS)
POSITION NUMBER: 67980023
OPEN COMPETITIVE OPPORTUNITY
This is an ANTICIPATED VACANCY
This posting may close before the posted closing date.
CANDIDATE POOL: Future vacancies may be filled from this advertisement for a period of up to six months.
This position is not a Telework position and is required to report to the APD office in the area it serves.
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 eligible employees features a highly competitive set of employee benefits, including:
State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options.
Retirement plan options, (For more information, please click www.myfrs.com ).
And more! For a more complete list of benefits, visit www.mybenefits.myflorida.com .
The Agency seeks team members who demonstrate the qualities of being humble, hungry, and smart and lead others to embody the same. This entails lacking excessive ego, sharing credit, being self-motivated, and exercising good judgment and intuition regarding the subtleties of group dynamics.
This position with APD will serve staff and management across the Agency. Your work will impact the workplace culture, our community, and the population we serve as we continuously strive to achieve the Agency’s mission.
*Responses to the qualifying questions are required and must be verifiable based on your submitted application, and “see resume” will not be considered an acceptable response.
SALARY RANGE
$19.50 - Hourly
Position Summary
This is a customer relations position within the Division of Operations and Programs, Bureau of Rapid Response and Supports. This position is responsible for handling inquiries and concerns received from customers and other stakeholders in a professional, responsive, and timely manner in accordance with standard customer service protocols.
The Work You Will Do
Responds to telephone and written inquiries from clients, families, providers, APD staff, and other stakeholders timely and accurately using standard protocols and guidelines to address customer support
and resolution concerns.
Assists with obtaining inquiry details and information from the customer or stakeholder to assist with customer support and resolution.
Coordinates with APD subject matter experts and Region offices to ensure timely and appropriate follow up actions related to specific inquiries.
Completes required data entry and tracking activities related to customer service inquiries to assist with resolution, data reporting, and identifying trends.
Provides information and referral assistance, which may require connecting with subject matter experts or utilizing the internet or other systems to identify appropriate resources.
Checks voicemails regularly (multiple times per day or as needed) to respond or route appropriately for customer support and resolution.
Serves as back-up in handling inquiries received through APD email account using standard customer service protocols
Assists with providing information in alternative formats and providing technical assistance to APD State and Regional offices, or other stakeholders as appropriate, on providing reasonable accommodation and interacting with people with disabilities in a meaningful way.
Other duties as assigned.
Minimum Qualifications
Four years of providing customer service to diverse populations.
Two years of experience in the field of developmental disabilities, special education, social work, rehabilitation counseling, or case management, or a bachelor’s degree in one of those fields or related field can be used to substitute for the required experience.
Knowledge, Skills, And Abilities
Knowledge of:
Disability etiquette, rights and laws.
Community/state resources for people with disabilities, as well as TTY & Florida Tele-relay Service, and alternative formats for accessibility.
Ability to:
Work effectively on a team or individually
Operate Microsoft Office applications or other systems needed to perform duties and responsibilities
Perform research via the internet and other resources or systems.
Acquire and utilize knowledge and skills to facilitate and strengthen job performance
Promote the principles of self-determination, self-advocacy skills, and person-centered support and services for people with disabilities
Perform outstanding customer service in high stress situations
Work in a call center setting
Demonstrate Skills in:
Excellent communication (written and verbal) and active listening skills.
Proficient with time management, planning, organizing, and coordinating work assignments.
Additional Information
Profile Completion
To qualify for this position, applicants must complete all fields in the Candidate Profile, including their work history with the month and year.
Resumes and other documentation can be attached to provide additional information but will not replace the required completed Candidate Profile.
Retiree Notice
If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be suspended or voided, and you will be required to repay all benefits received depending upon your retirement date.
Direct Deposit Program
As a condition of employment, a person appointed to a position in the State Personnel System is required to participate in the Direct Deposit Program. Rather than receiving a paper paycheck, your funds will be deposited directly into your account at your financial institution. This will be accomplished by Electronic Funds Transfer. Banks, savings and loan associations, and credit unions are eligible to accept such deposits. Retirement funds are also required to be in the Direct Deposit Program.
Background Screening Requirement
It is the policy of the Florida Agency for Persons with Disabilities that applicants for employment undergo Level 2 employment screening in accordance with the requirements of Chapter 435, Florida Statutes, as a condition of employment or being permitted to serve as a volunteer.
No applicant for a designated position will be employed or permitted to volunteer until the Level 2 screening results are received, reviewed, and approved by the Agency.
Level 2 background screening shall include, but not be limited to, fingerprinting for Statewide criminal and juvenile records checks through the Florida Department of Law Enforcement and Federal criminal records checks through the Federal Bureau of Investigation and may include local criminal records checks through local law enforcement agencies.
Pursuant to S. 110.1127(1), Florida Statutes, this position requires a background investigation, including fingerprinting.
APD only hires U.S. citizens and those lawfully authorized to work in the U.S. APD participates in the U.S. government’s employment eligibility verification program (E-Verify), which electronically confirms an employee’s eligibility to work in the U.S. after completing the employment eligibility verification form (I-9).
All applicants should complete the online application process. If you need assistance applying for this position, please call the People First service center at 1-877-562-7287.
Responses to the qualifying questions are required to be considered for this position. Answers to the qualifying questions must be verifiable based on your submitted application.
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