REGULATORY SPECIALIST I - 79000185

State of Florida

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). The Work You Will Do: 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.

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.

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.

Responsibilities

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

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