CUSTOMER CONTACT SPECIALIST III - 64082256

Requisition No: 881817 

Agency: Department of Health

Working Title: CUSTOMER CONTACT SPECIALIST III - 64082256

 Pay Plan: Career Service

Position Number: 64082256 

Salary:  $36,317.26 - $37,000 

Posting Closing Date: 08/23/2026 

Total Compensation Estimator Tool

Division of Medical Quality Assurance

Bureau of Operations

Customer Contact Center

Customer Contact Specialist III

 

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