Senior Investigation Specialist — Highway Safety & Customer Service

My Florida CFO; Tallahassee (FL); On-site; USD 45,000 - 60,000; Full time

Job summary

Florida Department of Highway Safety and Motor Vehicles is seeking an Investigation Specialist II for a high-volume customer service environment. The role focuses on investigating and resolving escalated inquiries, documenting interactions, and coaching teammates to improve service quality.

The position emphasizes professionalism, written and verbal communication, and the ability to work independently or as part of a team in a state government setting.

Qualifications

• Knowledge of statutes, policies and procedures related to driver licenses and motor vehicle laws.
• Experience using Microsoft Office applications (Word, Outlook, Teams).
• Ability to coach and mentor others while handling inquiries.
• Experience with FD LIS, ORION, DAVID, and CSC-Expert Systems is preferred.
• Strong customer service skills for internal and external customers.

Responsibilities

• Provide resolution to escalated inquiries by investigating and researching complaints.
• Maintain daily activity logs of customer contacts and inquiries.
• Coach and mentor team members to identify developmental needs.
• Respond to internal and external customers via email.

Skills

Statutes & policies understanding

MS Office suite

General office equipment

Coaching & mentoring

FDLIS/ORION/DAVID/CSC-Expert

Customer service

Professionalism and diplomacy

Oral and written communication

Research & analysis

Independence & teamwork

Intranet research

Job description

Florida Department of Highway Safety and Motor Vehicles is seeking an Investigation Specialist II for a high-volume customer service environment. The role focuses on investigating and resolving escalated inquiries, documenting interactions, and coaching teammates to improve service quality.

The position emphasizes professionalism, written and verbal communication, and the ability to work independently or as part of a team in a state government setting.