REGULATORY CONSULTANT - 79010352 Date: Jan 31, 2025 The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website (http://www.dms.myflorida.com/workforce\_operations/human\_resource\_management/for\_job\_applicants/e\_verify) . Requisition No: 845961 Agency: Business and Professional Regulations Working Title: REGULATORY CONSULTANT - 79010352 Pay Plan: Career Service Position Number: 79010352 Salary: $1,922.20 Bi-weekly (Annually $49,977.20) Posting Closing Date: 02/10/2025 Total Compensation Estimator Tool (https://compcalculator.myflorida.com/) DIVISION OF SERVICE OPERATIONS CUSTOMER CONTACT CENTER REGULATORY CONSULTANT Position Number: 79010352 Hiring Salary: $1,922.20 Bi-weekly (Annually $49,977.20) **Anticipated Vacancy** **INTERNAL AGENCY - You must be employed by the Department of Business & Professional Regulation to be considered. ** ***Applicants must complete all fields in the Candidate Profile. Work history, 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. *** The Work You Will Do: 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. Duties include but are not limited to: + 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, and 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. Minimum Requirements : + Must have at least one (1) year experience relaying and communicating information to the public verbally. + Must have experience relaying and communicating information via written correspondence. + Must have experience researching and communicating policies, procedures, statutes, and rules. + Must be proficient in Microsoft Office Suite Preferred Qualification : 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, physician assessment, 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 State of Florida is an Equal Opportunity Employer/Affirmative Action Employer and does not tolerate discrimination or violence in the workplace. 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. SPECIAL REMINDERS: The Florida Department of Business & Professional Regulation values the sacrifices veterans and their family members have given to our country and support 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 veteranspreference@fdva.state.fl.us. 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. Certain service members may be eligible to receive waivers for postsecondary educational requirements. 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 clickinghere (http://www.dms.myflorida.com/content/download/97612/566545) . All documentation is due by the close of the vacancy announcement. Location: TALLAHASSEE, FL, US, 32399 Nearest Major Market:Tallahassee