Customer Contact Specialist - Escalation Team

State of Florida • Tallahassee, FL

1d • Onsite

About The Position

We are
seeking
a highly skilled Customer Contact Specialist to join MQA’s Bureau of Operations, Customer Contact Center. The candidate selected for this position should be ready to lead by example, as this role it vital to our incredible team. Our team performs research for complex regulatory activities involving eligibility for registration, certification, and licensure. The Ideal candidate will be able to collaborate with team members, exercise independent judgement in resolving complex issues, provide clear guidance, and demonstrate strong analytical and problem-solving skills in dealing with potential applicants and licensees to resolve issues.
If you’re ready to take on a high-impact role where your skills will be recognized and valued, we want to hear from you. This is your opportunity to be a key contributor on a strong team within the Bureau of Operations that makes a real difference on our division.

Requirements

• Ability to understand and apply Florida Statutes, rules, policies and procedures for licensing and regulation of professionals and facilities, and consumer protection.
• Ability to provide consultative assistance to others
• Ability to plan, organize, and coordinate work activities.
• Ability to communicate effectively, both verbally and in writing.
• Ability to establish and maintain effective working relationships with others.
• Minimum of two years of customer service experience
• Employees in this position are expected to work in a professional office environment characterized by standard lighting, temperature, and moderate noise levels. The role requires the ability to manage periodic interruptions, perform duties within a confined workspace, and remain seated at a computer workstation for extended periods.
• Must be willing to physically come into the office to perform the duties & responsibilities of the position.

Responsibilities

• Managing more complex and sensitive customer interactions.
• Act as escalation points for RS2 agents
• Maintaining customer satisfaction and resolving challenging issues.
• Advanced regulatory activities related to health care practitioner inquiries, including determining eligibility for registration, certification, or licensure.
• Exercise independent judgment and deliver personalized guidance to applicants and licensees regarding certification, discipline, and other regulatory functions.
• Providing technical assistance on licensure requirements, license issuance, and electronic fingerprinting procedures.
• Handling escalated calls that require accurate interpretation and application of policy
• Conducting advanced research using the department’s licensing database
• Maintaining detailed records of all interactions.
• Review documentation submitted by licensees to update records, prepare written confirmations, and manage specialized tasks such as name change requests, repository entries, and mail-outs of renewals and applications.
• Provides internal guidance to staff on complex inquiries
• Assists with the escalation queue
• Contributes to internal documentation and reporting.
• Support system updates
• Participate in process improvement initiatives aimed at enhancing operational efficiency and regulatory compliance.
• Performs other duties as required.

Benefits

• Annual and Sick Leave benefits;
• Nine paid holidays and one Personal Holiday each year;
• State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options;
• Retirement plan options, including employer contributions
• Flexible Spending Accounts;
• Tuition waivers;

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed