Customer Contact Specialist - Escalation Team

About the role

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• Customer Contact Specialist - Escalation Team
• Date: Nov 3, 2026

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• Requisition No: 886926
• Agency: Department of Health
• Working Title: Customer Contact Specialist - Escalation Team
• Pay Plan: Career Service
• Position Number: 64080471

Salary

• $36,317.26 - $37,000
• Posting Closing Date: 11/08/2026
• Total Compensation Estimator
• Tool
• Division of Medical Quality Assurance
• Bureau of Operations
• Customer Contact Center
• Customer Contact Specialist
• Escalation Team
• Open Competitive Opportunity
• Are you a problem-solver looking for a dynamic position?
• Do you enjoy research and providing solutions?
• Do you thrive on helping others and making a difference?

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.

Attention Candidates

To be considered for a position with the Florida Department of Health, Division of Medical Quality Assurance, Bureau of Operations:

Work history, duties and responsibilities, hours worked, supervisor, and formal education fields, etc. must be filled out to determine qualifications for this position.

Responses to Qualifying Questions must be clearly supported in your employment history.

This position requires current authorization to work in the United States without employer sponsorship. The Department of Health is unable to provide employment sponsorship (this includes Stem OPT and/or Form I-983).

To ensure honesty, all applicants must provide their own work. Unless explicitly requested, the use of Artificial Intelligence (AI) tools to assist with qualifying questions, work samples, or interviews is strictly prohibited, and any breach of this requirement will lead to the applicant being removed from consideration.

Your Specific Responsibilities

• 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.

Key duties include handling escalated calls that require accurate interpretation and application of policy, conducting advanced research using the department’s licensing database, and maintaining detailed records of all interactions. The RS3 will also 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.

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.

Required Knowledge, Skills, and Abilities

• 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 Qualifications

A minimum of one to two years of call center or customer service experience with demonstrated skill in handling complex or escalated customer inquiries.

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 job duties.

Mission

• To protect, promote & improve the health of all people in Florida through integrated state, county & community efforts.
• Vision: To be the
• Healthiest
• State in the Nation.

Values

• I nnovation: We search for creative solutions and manage resources wisely.
• C ollaboration: We use teamwork to achieve common goals & solve problems.
• A ccountability: We perform with integrity & respect.
• R esponsiveness: We achieve our mission by serving our customers & engaging our partners.
• E xcellence: We promote quality outcomes through learning & continuous performance improvement.
• Where You Will Work: Division of Medical Quality Assurance

Tallahassee, FL 32399

This is a full-time, in-office role with no provision for remote work.

Benefits

The Benefits of Working for the State of Florida:

Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• 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
• (For more information, please click
• Flexible Spending Accounts;
• Tuition waivers;
• And more!
• For a more complete list of benefits, including monthly costs, visit

Please be advised

Your responses to qualifying questions for this position must be verifiable by documentation provided through the electronic application process.

This position requires a security background check and/or drug screening and participation in direct deposit. Any misrepresentations or omissions will disqualify you from employment consideration. Note: You will be required to provide your Social Security Number (SSN) in order to conduct this background check Successful completion of a drug test is a condition of employment for safety-sensitive positions.

Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be canceled, suspended or deemed ineligible depending upon the date of your retirement.

• Incumbents may be required to perform emergency duty before, during, and/or beyond normal work hours or days.
• All Florida Department of Health positions require the incumbent to be able to learn and communicate effectively, orally and in writing, in English. Applicants who do not meet this requirement will not be considered.

Florida has the third largest population of veterans in the nation with more than 1.5 million service men and women. The Florida Department of Health (department) is committed to serving members of the United States Armed Forces, veterans and their families by encouraging them to apply for vacancies that fit their area of knowledge and/or expertise.

Through the Department's VALOR program, which expedites licensing for military veterans, the Department also waives initial licensing and application fees for military veterans who apply for a health care professional license within 60 months of an honorable discharge.

• These initiatives help ensure that the transition from military service into the workforce is as smooth as possible and reflects our appreciation for the dedication devoted to protecting our country.
• VETERANS’ PREFERENCE.

Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements.

Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking here

. All documentation is due by the close of the vacancy announcement.

• Location: TALLAHASSEE, FL, US, 32399
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• TALLAHASSEE, FL, US, 32301
• TALLAHASSEE, FL, US, 32305
• Nearest Major Market: Tallahassee
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