Regulatory Specialist II - 79010301

State of Florida•Largo, FL

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 Agent for the Customer Contact Center (CCC). The RSII 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.

Requirements

Must have at least one (1) year of experience verbally relaying and communicating information to the public; and
Must have experience working in a professional office environment.
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.
Ability to communicate effectively verbally & in writing
Ability to mentor individuals
Ability to investigate, analyze and route DHR related complaints as needed.
Ability to understand and explain statutes, rules, and regulations.
Computer Skills.
Knowledge of the CCC and Department's systems including the licensing database and document imaging system.
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 regarding licensure and regulation of professionals, and ensure consumer protection as it relates to the professions we regulate.

Nice To Haves

Preference may be given to those applicants who have Customer Contact Center experience.
Preference may be given to those applicants who are bilingual, preferably in Spanish.

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.
Responds to customer inquiries regarding all professions including Hotels and Restaurants and submits an escalation referral when further action is necessary for resolution.
Calls regarding Real Estate, Cosmetology and Barbers, with minimal assistance from a Regulatory Consultant or Regulatory Program Administrator.
Reviews information in the call center system, DBPR’s intranet site and/or internet site, as well as statutory 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.

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
For additional benefit information, please visit the following website: http://www.mybenefits.myflorida.com