BENEFITS SERVICES SPECIALIST I - 72002460 1

Requisition No: 884549 

Agency: Management Services

Working Title: BENEFITS SERVICES SPECIALIST I - 72002460 1

 Pay Plan: Career Service

Position Number: 72002460 

Salary:  $43,843.80 

Posting Closing Date: 10/09/2026 

Total Compensation Estimator Tool

Benefit Services Specialist I
Division of Retirement – Contact Center
State of Florida Department of Management Services
This is an on-site position located in Tallahassee, FL

Internal Agency Only

    This advertisement will be used to fill multiple vacancies

The Work You Will Do:
You’ll spend the majority of your day engaging with members of the FRS, listening to their concerns and providing the best solutions. You’ll be a master problem solver! You will interact with members over the phone, in chat sessions, or via email. This role is equally challenging and rewarding. After all, you will be a go-to resource as these deserving public sector employees transition to the most exciting phase of their life!  You’ll be called on to research complex issues pertaining to retirement benefits across multiple databases; which requires fluency in computer navigation and multitasking while confidently and compassionately engaging with the caller.

The Difference You Will Make:
You will provide sound guidance to your fellow public sector employees as they make one of the most important and exciting decisions of their lives. You will directly contribute to our mission: We Serve Those Who Serve Florida.

How You Will Grow:
When you join DMS, you will have ongoing professional development opportunities, resources, and exposure to agency initiatives that may interest and will challenge you as you progress in your career. Dozens of DMS employees started their career as a Benefits Services Specialist and have taken advantage of the career pathing opportunities available.

Training Overview:
We have an engaging onboarding experience where you will learn from the most seasoned and talented team members on the floor. You will learn contact center technology and retirement laws in a classroom setting. After completing classroom training, you will move on to receive coaching and one-on-one learning opportunities. 
Who knows, you may one day be able to train and mentor future team members as you progress and master your role!

The Benefits of Working for the State of Florida:
State of Florida employees enjoy top-tier benefits offerings including comprehensive health coverage to meet the needs of you and your family while maintaining low deductibles and low monthly out-of-pocket contributions. State employees also enjoy the option of selecting between the FRS Pension Plan and the FRS Investment Plan for retirement.  As an additional benefit, state employment affords you the opportunity to take part in the tuition waiver program within the state university and community college systems.
 
For a more complete list of benefits, visit https://www.mybenefits.myflorida.com/

Your Specific Responsibilities:
This position involves highly complex and technical work analyzing incoming phone calls and emails to the Division of Retirement.  The incumbent exercises considerable judgment under the general supervision of an administrative supervisor.  The incumbent must possess a comprehensive working knowledge and understanding of the philosophy and provisions of Florida Statutes relating to retirement, which may include Chapters 112, 121, 122, 123, 238, 250, 321, 175, and 185, and all administrative rules, policies, and procedures developed pursuant to such laws.  The incumbent may also be required to possess a comprehensive working knowledge and understanding of the Internal Revenue Service (IRS) and Social Security Administration provisions relating to retirement programs.  Duties and responsibilities are as follows:

Conduct quality assurance reviews from random samplings of all business processes within the Contact Center. Monitor inbound phone calls and emails answered by Benefits Services Specialists I and IIs (BSSs) to be used for monthly/quarterly/yearly evaluations as directed by management.  Review communications and provide feedback reports to Contact Center Administrators on their direct reports for evaluations. Feedback on BSS communications will include:

• Requisite call procedures, proper phone etiquette, best practices in customer service, tone and 
  communication, and handling of a variety of types of calls and emails including escalated callers
• Assess calls for accuracy of information and efficiency of information delivery
• Evaluate proper use of email articles and escalation procedures 
• Proper escalation of calls if additional support is needed: calling Contact Center Support Desk, 
  Administrator on Call, or the individual bureaus support desks
• Proper and efficient use of division software and hardware

Additionally, this position reviews daily, weekly, and monthly individual BSS statistics to determine performance trends and evaluates processes to determine compliance with established procedures and applicable rules/statutes. Prepares reports of findings and recommends business process improvements, staff training needs, or statutory updates.

Work closely with management to offer solutions for increasing productivity and writing effective coaching opportunities without any bias. Identify training opportunities and inform analysts. Attend some Contact Center and Operations meetings and keep up to date on policy and procedure changes within the Division of Retirement. Work with the Training Team to ensure appropriate information and training is disseminated to the Contact Center employees. Be considered as a Subject Matter Expert (SME) for all technology utilized by the Contact Center.

Responsible for compiling and sending KUDOS, ensure that Genesys TV is up and running daily, and compile/hand out stars for calls monitored as 100%.

Assists with Contact Center call queue coverage as needed.

Perform other duties as required.

A Successful Teammate Should Have:
•    A passion for helping people and customer focused mindset.
•    Ability to provide outstanding customer service.
•    Ability to work independently and in a team environment.
•    Strong, effective communication skills.
•    Ability to focus on the issue and not take things personally. Let your personality shine!
•    Ability to research information quickly.
•    Ability to understand and apply applicable laws, rules, and Division policies relating to retirement.
•    Ability to speak on the phone for extended periods of time.
•    Basic math skills.
•    Outstanding written and verbal communication skills.

Qualifications:
•    A bachelor's degree from a college or university and 2 years of professional experience in the area of insurance, retirement or social security, administration, call center, customer service, fiscal work, statistics, personnel, or any combination thereof
•    Professional experience in the areas described or any combination of the above, can substitute on a year-for-year basis for the required college education 
•    Supervisory experience a plus

Our Organization and Mission:
Under the direction of Governor Ron DeSantis, Secretary Tom Berger and DMS’ Executive Leadership Team, the Florida Department of Management Services (DMS) is a customer-oriented agency with a broad portfolio that includes the efficient use and management of real estate, procurement, human resources, group insurance, retirement, telecommunications, fleet, and federal property assistance programs used throughout Florida’s state government. It is against this backdrop that DMS strives to demonstrate its motto, “We serve those who serve Florida.”

Division of Retirement:
The mission of the Division of Retirement (division) is to deliver a high quality, innovative, and cost-effective retirement system. The division currently has 246 full-time retirement staff and manages a FY 2026-27 operating budget of $55,482,958. The division administers the Florida Retirement System (FRS) Pension Plan, currently one of the largest public state retirement systems in the US with more than 1.2 million active, retired, and terminated vested members and $212.6 billion in assets. The division pays out more than $12 billion a year in retiree benefits and maintains the service history, vesting and membership status records, and collects nearly $5.9 billion annually in employer and employee contributions from more than 1,000 employers for all FRS members.

Special Notes:
DMS is committed to successfully recruiting and onboarding talented and skilled individuals into its workforce. We recognize the extensive training, experience, and transferable skills that veterans and individuals with disabilities bring to the workforce. Veterans and individuals with disabilities are encouraged to contact our agency recruiter for guidance and answers to questions through the following provided email addresses: 
DMS.Ability@dms.fl.gov
DMS.Veterans@dms.fl.gov.
An individual with a disability is qualified if he or she satisfies the skills, experience, and other job-related requirements for a position and can perform the essential functions of the position with or without reasonable accommodation. For purposes of requesting reasonable accommodations, as mentioned above, the agency hiring authority is the DMS Human Resources office, which the candidate can reach at (850) 488-2707.
Successful completion of background screening will be required for this position.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

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.