Case Analyst II – Call Center Department

Location:  Child Support Division
601 Northwest 1^st Court
Miami, Florida 33136

Position Overview

The Child Support Division (Call Center Unit) is hiring to fill our training class beginning June 2, 2025.  These positions work in a Call Center environment providing excellent customer service to the Public by assisting with in-coming calls. The work shifts for these positions will be between 8:00 a.m. and 5:00 p.m.

The Job Responsibilities are:

• Conducting research, reviewing, analyzing, and evaluating information
• Assisting callers with their questions/concerns
• Providing general and case specific information
• Updating all necessary data in Child Support Program databases, and using such databases to research and evaluate information
• Trouble shooting problems on cases and formulating a solution and ensuring each case is forwarded to the appropriate unit
• Performing other related duties as assigned

The Minimum Requirements are:

• Associate Degree and one (1) year of higher-level customer service experience, OR
• Three (3) years equivalent combination of education and higher-level customer service experience

The Preferred Qualifications and Skills are: 

• Being fluent in English and Spanish

Specific Skills and Characteristics:

 The Successful Candidate must be able to: 

• Be personable and positive, demonstrating compassion and providing excellent customer service to all levels of staff and the public
• Possess and demonstrate significant knowledge of computer programs
• Possess and demonstrate excellent verbal and written communication skills
• Possess and demonstrate excellent organizational skills
• Effectively handle all types of situations with a degree of excellence and timeliness
• Effectively work with all levels of staff
• Be detailed-oriented and able to multi-task
• Work effectively under pressure and meet stringent time constraints
• Be a self- starter and work independently
• Be adaptable to change

Starting Annual Salary:  $46,688.11

*Note:  The annual salary includes a 23.8% Cost Area Differential followed by $2400.00 Public Contact pay differential of $2400.00 which would be removed if the selected candidate is moved out of the position.

To apply for this position, please complete and submit an application, and updated resume to: [email protected]., with the Subject: Case Analyst – Call Center.
Applications can be downloaded from our website at:  www.miamisao.com

 The State Attorney’s Office reserves the right to modify the conditions of this job announcement or to withdraw the announcement without prior written or other notice.  All information provided by the candidates is subject to verification.  False statements or omission of information on any resume materials may be grounds for non-selection, withdrawal of a selection or dismissal.

 External Candidates will be considered
Equal Employment Opportunity/Affirmative Action Employer