Requisition No: 230842
Agency: Business and Professional Regulations
Working Title: REGULATORY CONSULTANT – DBPR/DSO/Internal Agency
Position Number: 79011096
Salary: $1,257.57 – $1,389.63 Biweekly
Posting Closing Date: 09/22/2020
Division of Service Operations
Customer Contact Center
Position Number: 79011096
Hiring Salary: $1,257.57 – $1,389.63 Bi-weekly
*INTERNAL AGENCY – You must be employed by the
Department of Business & Professional Regulation to be considered.*
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 Team Lead in the Customer Contact Center (CCC).
- Must have at least two (2) years’ experience relaying and communicating information to the public verbally; and
- Must have one (1) year of experience researching and communicating policy, procedure, statute and rules as it relates to the Department’s Boards and Professions; and
- Must be proficient in Microsoft Office Suite.
***Applicants must complete all fields in the Candidate Profile. Work history with month and year, hours worked and formal education are required to qualify for this position. Responses to Qualifying Questions must be verifiable in the Candidate Profile. Resumes and other documentation can be attached to provide additional information.***
- This advertisement may be used to fill current and future vacancies for up to six months from date of closing.
- Selected candidates will be given a permanent work schedule based on operational needs which may be as early as 8:00 am or as late as 5:15 pm.
- Preference may be given to those applicants who are bilingual, preferably in Spanish.
Duties & Responsibilities:
The Team Lead acts as the Subject Matter Expert for the Customer Contact Center by providing assistance and support to call center agents on complex customer inquiries regarding licensing status information and requirements.
- Accepts and responds to priority issues received from call agents and/or customer requests for escalations.
- Answers incoming calls and emails to the Customer Contact Center in a courteous and professional manner, assesses customer’s inquiry and provides accurate information in accordance with department’s policies and procedures as well as Florida Statutes and Rules.
- Responds to customer inquiries regarding licensing matters or requirements, continuing education requirements and fees with minimal assistance.
- Escalates issues which cannot be resolved by the use of available CCC resource for further and detailed research.
- Reviews information in CRM, Versa Regulation, OnBase, DBPR’s intranet site and/or internet site as well as statutory laws and rules to provide responses to customer inquiries. Updates CRM with accurate and current information; updating records with information pertinent to each caller including, caller name, phone number and notes regarding customer’s inquiry and the resolution offered.
- Provides mentoring and training to call center agents as needed.
- Performs other duties as required.
Knowledge, Skills & Abilities:
- Ability to communicate effectively verbally & in writing, ability to train individuals, ability to investigate, analyze and route DHR related complaints as needed.
- Ability to understand and explain statutes, rules and regulations.
- Knowledge of the CCC and the Department's systems including the licensing database and document imaging system.
- 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 regarding licensure and regulation of professionals, and ensure consumer protection as it relates to the professions we regulate.
Applicant Note: 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.
NOTE: This position requires a security background check and/or 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. If you have any questions regarding your application, you may call 1-877-562-7287.
The Florida Department of Business & Professional Regulation is committed
to increasing recruitment and hiring of individuals with disabilities and
improving employment outcomes.
Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the DBPR Human Resources (HR) Office at (850) 487-2074. DBPR requests applicants notify HR in advance to allow sufficient time to provide the accommodation.
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. For more information, please visit the SSS website: http://www.sss.gov .
If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be canceled, suspended or deemed ineligible depending upon the date of your retirement.
The Florida Department of Business & Professional Regulation values the sacrifices
veterans and their family members have given to our country and supports
the hiring of returning service members and military spouses.
A candidate for veterans’ preference who believes he or she was not afforded employment preference may file a complaint in accordance with Rule 55A-7.016, F.A.C., with the Florida Department of Veterans’ Affairs, Veterans’ Preference Coordinator, 11351 Ulmerton Road, Suite 311, Largo, FL, 33778. The Department of Veterans’ Affairs has also established an email where people can electronically file claims or ask questions. The email is email@example.com.
We hire only 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 is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.
Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.
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.
VETERANS’ PREFERENCE. 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. Veterans’ Preference documentation requirements are available by clicking here. All documentation is due by the close of the vacancy announcement.