Customer Contact Specialist III

State of Florida • Tallahassee, FL

18d • 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.

The Regulatory Specialist III serves as a senior-level agent within the Customer Contact Center, managing more complex and sensitive customer interactions. This role is designed for individuals with 1–2 years of call center experience and demonstrated proficiency in de-escalation, problem-solving, and regulatory knowledge. Team members will act as escalation points for RS2 agents and play a critical role in maintaining customer satisfaction and resolving challenging issues.
This position involves advanced regulatory activities related to health care practitioner inquiries, including determining eligibility for registration, certification, or licensure. The incumbent must exercise independent judgment and deliver personalized guidance to applicants and licensees regarding certification, discipline, and other regulatory functions. Strong communication skills, both verbal and written, are essential for providing technical assistance on licensure requirements, license issuance, and electronic fingerprinting procedures.
In addition to supporting external customers, the RS3 provides internal guidance to staff on complex inquiries, assists with the escalation queue, and contributes to internal documentation and reporting. The incumbent may also support system updates and participate in process improvement initiatives aimed at enhancing operational efficiency and regulatory compliance. This role requires high-level problem-solving, cross-functional collaboration, and a commitment to professional integrity and consistent performance.
Performs other duties as required.

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.

Responsibilities

• Managing more complex and sensitive customer interactions.
• Act as escalation points for RS2 agents and play a critical role in 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.
• Provide internal guidance to staff on complex inquiries
• Assist with the escalation queue
• Contribute to internal documentation and reporting.
• Support system updates and 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
• Number of Employees: 1,001-5,000 employees