Ops Regulatory Specialist II - 79900783

State of Florida • Largo, FL

20h • Onsite

About The Position

This position works as a Call Center agent for the Customer Contact Center (CCC). The Division of Service Operations manages the Central Intake and Licensure unit, the one-stop shop for intake of applications and payments. The Division also oversees the Customer Contact Center (CCC), which handles all initial interaction conducted via telephone and e-mail.

Requirements

• Must have one (1) year of customer service experience.
• 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.
• The applicant will be required to pass the typing test with 25 correct words per minute to move forward to the next part of the hiring process.

Nice To Haves

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

Responsibilities

• Responds to customer inquiries by providing general licensing status information and requirements for DBPR regulated professions & businesses with minimal assistance and submits an escalation referral when further action is necessary for resolution.
• Answers incoming calls to the Customer Contact Center in a courteous and professional manner, assesses customer’s inquiry, and provides accurate information in accordance with the department’s policies and procedures as well as Florida Statutes and rules.
• Responds 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.
• Reviews 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.
• Updates 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.
• Answers incoming calls to the Customer Contact Center in a courteous and professional manner, assesses customer’s inquiry, and provides accurate information in accordance with the department’s policies and procedures as well as Florida Statutes and rules.
• Responds to telephonic inquiries regarding licensing matters or requirements, continuing education requirements, and fees.
• Candidates will be required to 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: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees