Customer Contact Specialist - Escalation Team

State of Florida • Tallahassee, FL

7d • $36,317 - $37,000 • Onsite

About The Position

The Customer Contact Specialist, Escalation Team, is a senior-level agent in the Florida Department of Health’s Division of Medical Quality Assurance, Bureau of Operations Customer Contact Center. The Regulatory Specialist III handles complex and sensitive customer interactions and serves as an escalation point for RS2 agents. The role supports regulatory activities involving eligibility for registration, certification, and licensure of health care practitioners, using independent judgment to provide applicants and licensees with personalized guidance on certification, discipline, licensing requirements, license issuance, and electronic fingerprinting procedures.

The position requires advanced research in the department’s licensing database, accurate interpretation and application of policy, and detailed documentation of customer interactions. It also includes reviewing submitted documentation and updating records, preparing written confirmations, processing name change requests and repository entries, and handling mail-outs of renewals and applications. The specialist provides internal guidance to staff on complex inquiries, assists with the escalation queue, contributes to internal documentation and reporting, and may support system updates and process improvement initiatives. The job is full-time and performed in-office in Tallahassee, Florida, with no remote-work provision. Incumbents may be required to perform emergency duty before, during, and/or beyond normal work hours or days.

Requirements

• One to two years of call center or customer service experience, with demonstrated skill handling complex or escalated customer inquiries.
• 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.
• Must be willing to physically come into the office to perform job duties.
• Must be authorized to work in the United States without employer sponsorship.
• Must be able to learn and communicate effectively in English, orally and in writing.

Responsibilities

• Manage complex and sensitive customer interactions and serve as an escalation point for RS2 agents.
• Determine eligibility for registration, certification, or licensure and provide applicants and licensees with guidance on regulatory functions, licensing requirements, license issuance, and electronic fingerprinting procedures.
• Interpret and apply policy accurately when handling escalated calls.
• Conduct advanced research using the department’s licensing database.
• Maintain detailed records of customer interactions.
• Review documentation submitted by licensees and update records.
• Prepare written confirmations and process name change requests, repository entries, and mail-outs of renewals and applications.
• Provide internal guidance to staff on complex inquiries and assist with the escalation queue.
• Contribute to internal documentation and reporting.
• Support system updates and participate in process improvement initiatives as needed.
• Perform 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 supplemental insurance.
• Retirement plan options, including employer contributions.
• Flexible Spending Accounts.
• Tuition waivers.

What This Job Offers

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