Florida Staffing
Regulatory Specialist III
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 Regulatory Specialist III (RSIII) in 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 department policies and procedures as well as Florida Statutes and rules.
- Responds to telephonic inquiries regarding all DBPR licensing matters or requirements, continuing education requirements, and fees.
- Reviews information in call center systems, 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; updates records with information pertinent to each caller including their name, phone number and other pertinent information regarding customer's inquiry and the resolution offered.
- Participates in staff meetings and training sessions.
- Reviews email procedural updates as it relates to the Customer Contact Center processes. Follows call center standards and procedures as indicated in the Standard Operating Procedures Manual.
Knowledge, Skills, and Abilities:
- 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.
Minimum Requirements:
- Must have at least two (2) years of experience relaying and communicating information to the public verbally.
- Must have at least two (2) years of professional office 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.
Applicant / Position Notes:
- 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.
- Candidates will be required to take and pass a skills verification test (SVT).
- Candidates will be required to answer at least nine (9) calls per hour (CPH).
- Employees are normally hired at the minimum of the range ($1,800.14 bi-weekly).
- 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.
- This advertisement package may be used to fill additional Regulatory Specialist III vacancies occurring over the six month period immediately following the posting of this advertisement.