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06 May
Florida, Tallahassee

Vacancy expired!

Requisition No: 165221

Agency: Business and Professional Regulations


Position Number: 79010832

Salary: $1,191.87 - $1,389.87

Posting Closing Date: 05/12/2020

Division of Service Operations

Customer Contact Center


Position #79010832

Hiring Salary: $1,191.87 - $1,389.87 Biweekly

  • 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 is on the Email Team in the Customer Contact Center.

Minimum Requirements:

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

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

  • Must be proficient in Microsoft Office Suite (Word, Excel, and PowerPoint).

  • 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:

  • Preference may be given to those applicants who are bilingual, fluent in English and Spanish.

  • Selected candidates will be given a permanent work schedule to begin as early as 8:00 am and ends at 5:00 pm.

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

Duties & Responsibilities:

  • Provides written responses to incoming emails to the Customer Contact Center in a courteous and professional manner. Researches customer inquiries and provides accurate responses in accordance with department policies and procedures.

  • Escalates customer issues that need action by using available CCC resources for resolution.

  • Reviews information in Versa Regulation, On-Base, 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, updates records with information pertinent to each e-mailer/caller including name, e-mail address, and other pertinent information regarding the customer's inquiry and the resolution offered.

  • When a need arises in the Customer Contact Center, answers incoming calls to the Customer Contact Center in a courteous and professional manner, assesses customer's inquiry and provides accurate responses in accordance with the department's policies and procedures as well as Florida Statutes and Rules.

  • Responsible as back up to the mail-out program position, ensuring the timely completion of mailouts within the 48 hour timeframe. Corresponds by letter and/or email when responding to mailout requests.

Knowledge, Skills and Abilities:

  • Ability to establish and maintain effective working relationships with others.

  • Ability to communicate effectively verbally and in writing.

  • 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 regulated by DBPR.

  • Usage of the CCC and document imaging system is required.

  • Knowledge of the techniques for handling complaints and dealing with the public.

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 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

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.

Nearest Major Market: Tallahassee

Vacancy expired!

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