Ops Regulatory Specialist II - 79900783

State of Florida • Largo, FL

15h • $20

About The Position

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. This position works as a Call Center agent for the Customer Contact Center (CCC).

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.
• Information contained in responses to Qualifying Questions concerning education, experience, knowledge, skills and/or abilities must also be disclosed on the State of Florida Employment Application.
• The applicant will be required to take a Skills Verification Test (SVT) and a typing test.
• 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.
• NOTE : This position requires a security background check, physician assessment, drug screening, and participation in direct deposit.
• You will be required to provide your Social Security Number (SSN) and date of birth in order to conduct this background check.
• Applicants are required to apply through the People First system by the closing date, by applying online.
• All required documentation must be received by the closing date of the advertisement.

Nice To Haves

• Preference may be given to applicants who are bilingual, preferably in Spanish.
• If you are the selected candidate for this position and hold a current license through the Florida Department of Business & Professional Regulation, you may be required to place your license in an inactive status.

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