OPS REGULATORY SPECIALIST II - 79900783

State of Florida

22h • Onsite

About The Position

The Division of Service Operations manages the Central Intake and Licensure unit, which serves as the one-stop shop for intake of applications and payments. The Division also oversees the Customer Contact Center (CCC), responsible for all initial interactions via telephone and e-mail. This position functions as a Call Center agent for the Customer Contact Center (CCC). The work involves responding to customer inquiries by providing general licensing status information and requirements for DBPR regulated professions and businesses with minimal assistance, and submitting escalation referrals when further action is necessary for resolution. The specialist will answer incoming calls to the Customer Contact Center in a courteous and professional manner, assess customer inquiries, and provide accurate information in accordance with the department’s policies and procedures, as well as Florida Statutes and rules. This includes responding to telephonic inquiries regarding licensing matters or questions related to Real Estate, Barbers, and Cosmetology, including continuing education requirements and fees. The role also requires reviewing information in the call center system, DBPR’s intranet and/or internet site, and relevant laws and rules to provide responses, and updating call center systems with accurate and current information pertinent to each caller, including their name, phone number, inquiry details, and the resolution offered.

Requirements

• Ability to communicate effectively verbally & in writing.
• Ability to understand and explain statutes, rules and regulations.
• Must be able to address and/or research inquiries regarding all DBPR licensing and regulation matters.
• Ability to establish and maintain effective working relationships with others.
• Knowledge of the techniques for handling complaints and dealing with the public.
• Ability to understand and apply applicable rules, policies and procedures.
• Must have one (1) year of customer service experience.
• Required to take a Skills Verification Test (SVT).
• Required to pass a typing test with 25 correct words per minute.
• Requires a security background check.
• Requires physician assessment.
• Requires drug screening.
• Requires participation in direct deposit.
• Required to provide Social Security Number (SSN) and date of birth for background check.
• If holding a current license through the Florida Department of Business & Professional Regulation, may be required to place your license in an inactive status.
• Male applicants born on or after October 1, 1962, must be registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.
• Must be a U. S. citizen or lawfully authorized alien worker.

Nice To Haves

• Preference may be given to applicants who are bilingual, preferably in Spanish.

Responsibilities

• Respond to customer inquiries by providing general licensing status information and requirements for DBPR regulated professions & businesses with minimal assistance and submit an escalation referral when further action is necessary for resolution.
• Answer incoming calls to the Customer Contact Center in a courteous and professional manner, assess customer’s inquiry, and provide accurate information in accordance with the department’s policies and procedures as well as Florida Statutes and rules.
• Respond to telephonic inquiries regarding licensing matters or questions related to Real Estate, Barbers, and Cosmetology, including responding to questions regarding continuing education requirements and fees.
• Review information in the call center system, DBPR’s intranet site and/or internet site, as well as laws and rules to provide responses to customer inquiries.
• Update call center systems with accurate and current information; updating records with information pertinent to each caller including their name, phone number and other relative information regarding the customer’s inquiry and the resolution offered.
• Answer at least nine (9) calls per hour (CPH).

Benefits

• State of Florida retirement package: 3% employee contribution required.
• Nine annual paid holidays and one personal holiday.
• Ability to earn up to 104 hours of paid annual leave annually as a new employee with the State of Florida.
• Ability to earn up to 104 hours of paid sick leave annually.
• The State of Florida offers health insurance coverage (i.e. individual and family coverage) to eligible employees.
• The State of Florida provides a $25,000 life insurance policy to eligible employees.
• Additional supplemental insurance policies are available for dental, vision, hospital supplement, cancer, etc.
• Tax deferred medical and childcare reimbursement accounts are available.
• Tuition waiver program to attend an approved State of Florida College or University.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: No Education Listed