Date:Jun 19, 2017

Location:TALLAHASSEE, FL, US, 32399

Apply now »

Apply now


  • Please wait...

The State Personnel System is an E-Verify employer. For more information click on ourE-Verify website.

Requisition No: 13294

Agency: Business and Professional Regulations


Position Number: 79010547

Salary: $1,191.87 Bi-weekly

Posting Closing Date: 06/25/2017

Division of Service Operations

Customer Contact Center


Position Number 79010547Hiring Salary: $1,191.87 Bi-Weekly

INTERNAL AGENCY- You must be employed by the Department of Business and 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 Regulatory Specialist III (RSIII) in the Customer Contact Center.

Minimum Requirements:

  • Must have experience in relaying and communicating information to the public verbally;and

  • Must have experience researching and communicating policies, procedures, statutes and rules as it relates to programs regulated by the department.

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.

Position Notes:

  • This is a Call Center Agent position answering inquiries primarily related to DBPR professions and businesses.

  • This advertisement may be used to fill current and future vacancies for up to six months from date of closing.

  • 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.

  • 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 5:30 pm.

Duties & Responsibilities:

  • The RSIII 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.

  • Responds to customer inquiries regarding all professions and businesses, including the more complicated calls regarding but not limited to Condominiums, Community Association Managers, Home Owners Associations, Mobile Homes, Time Shares, Hotel and Restaurants with minimal assistance and submits an escalation referral when further action is necessary for resolution.

  • 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; updating 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 train 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.

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:

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 sacrificesveterans and their family members have given to our country and supportsthe hiring of returning service members and military spouses.

If you are a preference-eligible applicant who receives notice of a hiring decision and believe that you were not afforded employment preference in accordance with applicable Florida law and regulation, you may file a written complaint within 60 calendar days from the date you receive the notice, requesting an investigation to the Florida Department of Veterans’ Affairs, Division of Benefits and Assistance, 9500 Bay Pines Boulevard, Room 214, Saint Petersburg, Florida 33708.

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 clickinghere. All documentation is due by the close of the vacancy announcement.

Nearest Major Market:Tallahassee