Government Operations Consultant I

Role Overview

• Answer incoming technical support calls and emails from jobseekers, employers and/or local workforce development boards (LWDBs) regarding the state’s management information systems
• Aide in trouble shooting technical issues and 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) division by receiving telephone inquiries, providing general assistance with work registration requirements in Employ Florida and obtaining customer information for callback requests to the appropriate Reemployment Assistance contacts
• 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
• Accurately track and report the various types of customer contacts, on a daily basis
• Ensure confidentiality of customers’ personal identifying information to protect customers and the system from attempted fraudulent activities
• Research customer issues and complete follow-up outgoing calls in order to present resolutions, share information and/or to outline next steps
• Provide information about emergency services to callers during and following natural disasters

Requirements

• Strong customer service skills
• Ability to effectively develop interpersonal relationships and relate to individuals from various socio-economic backgrounds
• Knowledge of Florida’s workforce system and related laws, statutes, guidance and policies
• 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
• Experience working in a contact/call center environment or other comparable experience preferred
• Experience providing technical support for a web-based system via telephone or email preferred
• Fluent in more than one language preferred.

Benefits

• State Group Insurance coverage options+ ( health, life, dental, vision, and other supplemental option )
• Ongoing comprehensive training provided
• Career Growth
• Highly skilled, professional environment