Florida Staffing
Regulatory Specialist I
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.
Your Specific Responsibilities:
- Candidates will be required to answer at least nine (9) calls per hour (CPH).
- 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 advertisement may also be used to fill OPS Regulatory Specialist I positions at $15.00 per hour.
- This advertisement package may be used to fill additional Regulatory Specialist I vacancies occurring over the three month period immediately following the posting of this advertisement.
- 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.
Knowledge, Skills, and Abilities:
- 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.
Minimum Requirements:
- Must have one (1) year of customer service experience.
The Benefits of Working for the State of Florida:
- 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