REGULATORY SPECIALIST II - 79010301

Requisition No: 845536 

Agency: Business and Professional Regulations

Working Title: REGULATORY SPECIALIST II - 79010301

 Pay Plan: Career Service

Position Number: 79010301 

Salary:  $1,600.57 Bi-weekly (Annual Salary: $41,614.82) 

Posting Closing Date: 02/10/2025 

Total Compensation Estimator Tool

Division of Service Operations

Customer Contact Center

REGULATORY SPECIALIST II
Position #79010301
Hiring Salary: $1,600.57 Bi-weekly (Annual Salary: $41,614.82)

**Open Competitive**

Our Organization and Mission:

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 Work You Will Do:

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. 

 

Your Specific 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.

 

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