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Customer Service Representative II

Company: STATE OF FLORIDA
Location: Tallahassee
Posted on: May 4, 2021

Job Description:

Requisition No:258202Agency: Management ServicesWorking Title: CUSTOMER SERVICE REPRESENTATIVE II - 72002550Position Number:72002550Salary: $29,344.38Posting Closing Date: 06/03/2021Customer Services Representative IIPosition Number: 72002550Division of Retirement - Contact CenterState of Florida Department of Management ServicesThis position is located in TallahasseeThe Florida Department of Management Services (DMS) is a customer-oriented agency responsible for managing the various business and workforce-related functions of state government. Under the direction of Governor Ron DeSantis and DMS Executive Leadership Team, the agency oversees the real estate, procurement, human resources, group insurance, retirement, technology, private prisons, fleet, and federal property assistance programs utilized throughout Floridas state government. DMS is relied upon to establish, maintain and improve the business processes used by state employees to create a better, not bigger government. DMS facilitates the delivery of these programs and services and provides tools and training to bolster the efficiency and effectiveness of the states workforce. It is against this backdrop that DMS strives to demonstrate its motto, We serve those who serve Florida. Under the leadership of DMS Secretary Jonathan Satter, DMS employees embody four pillars on a daily basis: lead by example, serve with excellence, create efficiencies, and challenge the status quo.Applicants will be hired at the minimum annual pay grade salary of $ $29,344.38.This is a professional position within the Division of Retirements Contact Center providing quality assurance to Florida Retirement System (FRS), non-retired members, retirees, beneficiaries, employers, and other stakeholders. The incumbent will have comprehensive knowledge of applicable Florida retirement laws, rules, and Division policies. The incumbent must be able to be seated and to talk for extended periods. Job duties and responsibilities are as follows:Provide customer service by telephone and email to members, employers, and other stakeholders. Communicate information concerning topics including:Estimates of retirement benefitsApplication for FRS and/or Retiree Health Insurance Subsidy benefits Deferred Retirement Option Program (DROP)Termination requirements and forms required to receive accumulated account balance under the DROP or to receive refunds of member contributionsDisability retirement benefitsBenefit payments and amounts withheld from benefit paymentsBeneficiary designationEmployer/Employee enrollments and contributionsHow to access and utilize the features of FRS OnlineUpdate home mailing addresses for benefit recipients and terminated, non-retired membersHandle questions regarding retirees 1099-Rs and Member Annual StatementsProvide income verification letters, beneficiary change forms and other forms as requested, and update home mailing addresses for benefit recipients and terminated, non-retired members. Transfer calls to specified individual requested by the caller. Verify if benefit payments have been cashed; request duplicate warrants for lost, stolen or mis-delivered benefit payments; and request copies of cashed warrants. Serve on committees and hiring panels, and other division projects. Provide training for Customer Services Representatives. Provide coaching for Customer Service Representatives Perform other duties as requiredKnowledge, Skills and Abilities:Knowledge of personal computer use (hardware and software) for various automated applications Ability to understand and apply applicable laws, rules, and Division policies relating to retirement Ability to work independentlyAbility to use proper phone etiquetteAbility to work in a fast-paced environmentAbility to research information quicklyAbility to provide outstanding customer serviceAbility to speak on the phone for extended periods of timeAbility to multi-taskThis position requires sedentary work and repetitive motion.Integrity, Communication, Respect, Excellence, Accountability, Teamwork, EmpowermentMinimum Qualifications:A bachelor's degree from a college or university and 6 months of professional experience in the area of insurance, retirement or social security, administration, call center, customer service, fiscal work, statistics, personnel, or any combination thereof. Professional experience in the areas described or any combination of the above, can substitute on a year-for-year basis for the required college education.DMS is committed to successfully recruiting and onboarding talented and skilled individuals into its workforce. We recognize the extensive training, experience and transferrable skills that veterans and individuals with disabilities bring to the workforce. Veterans and individuals with disabilities are encouraged to contact our recruiter for guidance and answers to questions through the following provided email @dms.myflorida.comAn individual with a disability is qualified if he or she satisfies the skills, experience, and other job related requirements for a position and can perform the essential functions of the position with or without reasonable accommodation. Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the DMS Human Resources (HR) Office at (850) ###-####. DMS requests applicants notify HR in advance to allow sufficient time to provide the accommodation.Successful completion of background screening will be required for this position.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-###-####). 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 here. All documentation is due by the close of the vacancy announcement. Associated topics: call center, client, client service, customer, customer care, guest, help desk, phone call, service representative, trouble resolution

Keywords: STATE OF FLORIDA, Tallahassee , Customer Service Representative II, Hospitality & Tourism , Tallahassee, Florida

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