Regulatory Specialist I - 79000185

State of Florida • Largo, FL

7h

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.
• Selected candidates will be given a permanent work schedule to begin as early as 8:00am and end at 5:00pm.
• 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.
• Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.
• The Department of Business and Professional Regulation will only hire U. S. citizens and lawfully authorized alien workers.
• Our agency participates in the E-Verify System which is a federal government electronic database available for employers to use to verify the identity and employment eligibility of all persons hired to work in the United States.
• 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.
• 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.
• 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.
• All documentation is due by the close of the vacancy announcement.

Nice To Haves

• Preference may be given to applicants who are bilingual, preferably in Spanish.
• Career Service employees may qualify for teleworking after the completion of the probationary period.
• 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: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees