Customer Service Operations Analyst

Are you looking for a position with a work/life balance? Do you want to earn four (4) weeks off during your first year of employment? Do you want low and no cost health insurance options? If you answered “yes” to any of these questions, you need to complete your application now. Work for the city you love!!!

The Office of Administrative Services Department is actively seeking a Customer Service Operations Analyst.

Did you know as a City of Jacksonville employee, you would also have twelve (12) paid holidays and a personal leave day as well? In addition to health insurance, dental, vision, life insurance and flexible spending plans are also available. City of Jacksonville employees are also eligible for Federal Student Loan Forgiveness after ten (10) years of public service and on-time payments.

This is professional work performing analytical and technical support functions related to customer service operations, data analysis, content management, and process improvement. The work requires knowledge of customer service operations, data analysis techniques, content management practices, and customer relationship management (CRM) systems, typically gained through degree granting schools or an equivalent level of practical knowledge gained through experience. Contacts require skills in understanding and influencing others and are important in providing services to internal and external customers, coordinating with management, technical staff, and other stakeholders, and resolving operational issues, including skills of persuasiveness, assertiveness, and sensitivity to others’ point of view that are required to influence behavior, change an opinion, or turn a situation around. The work is varied and involves multiple assignments requiring the application of different procedures, standards, and systems. Employees must exercise judgment in determining the most appropriate methods, techniques, and processes to accomplish work objectives. The work involves differing situations requiring the use of judgment in searching for solutions or new applications within one’s known experience. The work is performed primarily in an office environment with occasional operational support activities. Operates standard office equipment including personal computers and related software systems such as CRM platforms, reporting tools, and content management systems. Physical demands consist mainly of sitting or standing for extended periods of time and occasionally lifting and moving light objects. The work is performed under limited supervision where assignments are subject to established procedures, practices, and policies, and the employee plans and organizes the work, determines priorities, and the work is reviewed, usually after the fact, in terms of quality, volume, timeliness, and adherence to established standards and objectives.

• Maintains and optimizes customer relationship management (CRM) workflows to align with customer service processes and operational objectives.
• Develops, updates, and maintains knowledge base content including standard operating procedures (SOPs), frequently asked questions (FAQs), and user guides for internal and external customers.
• Establishes and maintains standards and guidelines for content development, review, and updates to ensure accuracy, consistency, and compliance.
• Manages and updates website content to ensure accuracy, clarity, and compliance with organizational branding and accessibility standards.
• Coordinates with internal departments to support content updates and ensure consistency across platforms.
• Monitors system and website performance and recommends improvements to enhance customer experience and self-service capabilities.
• Reviews, validates, and ensures accuracy and consistency of operational data and reports prior to distribution.
• Gathers, compiles, and analyzes data from multiple sources including CRM systems, call center reports, surveys, and other operational tools.
• Identifies trends, issues, and performance gaps and develops recommendations to improve service delivery and operational efficiency.
• Prepares reports, summaries, and presentations to support management decision-making and process improvement initiatives.
• Assists in developing training materials and provides guidance on CRM systems, processes, and best practices.
• Provides operational support during high service demand periods, including responding to customer inquiries as needed.
• Assists in emergency response operations, including reporting to designated emergency operations facilities when required.
• Maintains inventory records and conducts audits of equipment and assets to ensure accuracy and compliance with established procedures.
• Tracks and documents equipment assignments, transfers, and returns and prepares inventory reports.
• Ensures compliance with asset management policies and procedures.
• Gathers feedback from internal and external customers to identify service issues and recommends solutions.
• Designated Liaison between 630 City and City Council regarding inquiries about ongoing service tickets.
• Operates standard office equipment including personal computer using word processing, spreadsheet, database, content management, and related software.
• Demonstrates proficiency in the City of Jacksonville’s competencies.
• Performs related work as required.

• Knowledge of customer service operations, practices, and procedures.
• Knowledge of customer relationship management (CRM) systems and content management systems.
• Knowledge of data collection, analysis, and reporting techniques.
• Knowledge of website content standards, accessibility requirements, and usability principles.
• Knowledge of office procedures, practices, and standard business software applications.
• Skill in analyzing data and identifying trends and operational issues.
• Skill in preparing reports, summaries, and presentations.
• Ability to develop, maintain, and manage knowledge base and website content.
• Ability to review and validate data for accuracy and consistency.
• Ability to research, analyze, and interpret information from multiple sources.
• Ability to develop and deliver training materials and guidance.
• Ability to establish and maintain effective working relationships.
• Ability to communicate effectively verbally and in writing.
• Ability to organize, prioritize, and manage multiple assignments.
• Ability to provide customer service and resolve issues effectively.
• Ability to operate standard office equipment including personal computer using word processing, spreadsheet, database, and related software.

OPEN REQUIREMENTS: 

• Four (4) years experience in a high-volume inbound call center or customer service environment. 
• Must have demonstrated experience in data reporting and CRM systems maintenance. 

LICENSING/CERTIFICATION/REGISTRATION: 

• None

OTHER REQUIREMENTS: 

• The probationary period for this class is six months.

A FULLY COMPLETED ONLINE APPLICATION IS REQUIRED. Apply at www.jacksonville.gov. Work history is required for all employment/volunteer work in which qualifications are being based. When meeting/basing qualifications on education, a copy of your college transcript, with your social blackout, is required with your application. U.S. transcripts do not need to be official, but must state your name, the school’s name, classes taken, grades received, type of degree, and date degree was conferred. Transcripts outside the U.S. must be converted to U.S. standards.

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Certain servicemembers and veterans, and the spouses and the family members of such service members and veterans, receive preference and priority, and certain servicemembers may be eligible to receive waivers for post-secondary educational requirements, in employment and are encouraged to apply for positions being filled.

If claiming veteran's preference, you must attach a DD-214 (Member Form-4 copy) or military discharge papers, or equivalent certification from the Department of Veterans Affairs listing military status, dates of service and character of discharge. You must also attach the Veterans Preference Certification Form and if applicable, the additional forms as noted here: http://www.coj.net/departments/employee-services/veterans-preference.

If a candidate believes he or she was not afforded the veteran’s preference, he or she may file a written complaint, within sixty (60) calendar days upon receipt of notification of the hiring decision, requesting an investigation to:

Florida Department of Veterans Affairs

Attention: Veterans’ Preference Coordinator

11351 Ulmerton Road, Suite 311-K

Largo, FL 33778-1630 

Email: [email protected]