Requisition No: 869230
Agency: Highway Safety and Motor Vehicle
Working Title: PROGRAM ANALYST II (WT: CUSTOMER RESOLUTION SPECIALIST) - 76003026
Pay Plan: Career Service
Position Number: 76003026
Salary: $41,400.00 Annually
Posting Closing Date: 02/06/2026
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DIVISION OF MOTORIST SERVICES
BUREAU OF CUSTOMER SERVICE
SERVICE QUALITY MANAGEMENT
Career Service (CS) Opportunity
*Internal Opportunity - Bureau of Customer Service Center Employees Only*
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: Sharon Gibson, (850) 617-3736
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
To learn more about FLHSMV and why it’s a great place to work, visit our website at: flhsmv.gov/careers
If you're 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
The Division of Motorist Services’ Bureau of Customer Service is looking for people friendly, customer-focused, and energetic team players for our Senior Highway Safety Specialist positions. The Bureau of Customer Service is comprised of a high-volume Call Center that answers nearly 2000 inquiries in writing per day, 5 days a week. Our Senior Highway Safety Specialists are responsible for providing resolution to escalated inquiries by means of investigating, analyzing, researching, and responding in writing to the citizens of Florida. This position provides daily assistance to the Customer Service Center by completing resolutions to customer issues and responds to internal and external customers via email and letters.
Knowledge, Skills, and Abilities
Preferred Qualifications
Preference will be given to applicants with experience in writing, research, analysis, and resolution of Driver License and Motor Vehicle related inquiries or complaints. All candidates must pass a written skills test that evaluates their ability to compose letters and emails.
General Information
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. 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.
Join Florida’s talented workforce to fulfill your professional goals and achieve a meaningful career. Our talented public servants work hard to serve more than 19 million residents across Florida, and you, too, can realize success in the Sunshine State.
Working in Florida’s state government means being responsive to the issues impacting the taxpayers of our state. Florida’s state government boasts both fast-paced work environments in which critical thinking and creative problem-solving are a must as well as steady employment opportunities that prize consistent service to our state’s residents. In some positions, state employment means being able to influence policy decisions and help implement change. In others, state employment means being the reliable resource that our taxpayers have come to expect from Florida’s public servants. All positions offer the ability to gain valuable experience quickly, improving your overall skillset. The State of Florida is seeking individuals with leadership skills, creativity and dedication to their fellow Floridians and individuals who recognize the professional development opportunities and achievements possible through state service.
Florida boasts the third largest population in the country and is richly diverse in both population and landscape. With an award-winning park system, warm weather and beautiful bodies of water, Florida is the perfect environment for recreational activities and outdoor enthusiasts. Our favorable tax climate means your income goes further and our business-friendly policies foster private sector growth. Joining Florida’s talented, diverse workforce provides the opportunity to achieve your professional goals while living in a state that values quality of life, culture and recreation. For employment opportunities with the State of Florida, visit https://jobs.myflorida.com.
