Customer Contact Specialist – Escalation Team

State of Florida

. Manage complex and sensitive customer interactions as a senior-level agent within the Customer Contact Center .

Posted 11/3/2026full-timeTallahassee • Florida • United StatesJunior💰 $36,317 - $37,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex customer interactions and escalated inquiries while applying regulatory knowledge related to licensing and certification. Proficient in providing consultative assistance and maintaining detailed records in a professional office environment.

Highest-signal resume keywords

Customer Service ExperienceRegulatory KnowledgeEffective CommunicationComplex Issue ResolutionConsultative Assistance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Licensing Database ManagementPolicy InterpretationRecord KeepingDocumentation ReviewElectronic Fingerprinting Procedures

Soft Skills

Problem SolvingOrganizational SkillsInterpersonal SkillsWritten CommunicationTeam Collaboration

Industry Keywords

Florida StatutesLicensureCertificationConsumer ProtectionEscalation Management

About the role

Key responsibilities & impact

Manage complex and sensitive customer interactions as a senior-level agent within the Customer Contact Center
Serve as an escalation point for RS2 agents
Research complex regulatory activities involving eligibility for registration, certification, and licensure
Exercise independent judgment to resolve complex issues
Provide personalized guidance to applicants and licensees regarding certification, discipline, licensing requirements, license issuance, and electronic fingerprinting procedures
Handle escalated calls requiring accurate interpretation and application of policy
Conduct advanced research using the department’s licensing database
Maintain detailed records of customer interactions
Review documentation submitted by licensees to update records
Prepare written confirmations
Process 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 process improvement initiatives
Perform other duties as required

Requirements

What you’ll need

Minimum of one to two years of call center or customer service experience with demonstrated skill in 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
Current authorization to work in the United States without employer sponsorship
Ability to learn and communicate effectively, orally and in writing, in English
Successful completion of security background check and/or drug screening
Must be willing to physically come into the office to perform job duties
Ability to perform duties in a professional office environment and remain seated at a computer workstation for extended periods
Male applicants born on or after October 1, 1962, must meet Selective Services System registration or exemption requirements

Benefits

Comp & perks

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
Veterans’ Preference for eligible candidates
Initial licensing and application fee waivers for eligible military veterans
Direct deposit