Job Description

Requisition No: 868158

Agency: Business and Professional Regulations

Working Title: RESEARCH & TRAINING SPECIALIST - SES - 79010019

Pay Plan: SES

Position Number: 79010019

Salary: $2,307.69 - $2,500.00 Biweekly

Posting Closing Date: 01/21/2026

Total Compensation Estimator Tool

Division of Service Operations

Customer Contact Center
Research and Training Specialist - SES

Position # 79010019
Hiring Salary: $2,307.69 - $2,500.00 Biweekly

*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 Regulatory Program Administrator for the Customer Contact Center (CCC).

The Work You Will Do:

The incumbent in this position analyses, designs, develops, implements and conducts training programs specifically relating to customer service and the Customer Contact Center (CCC) best practices. The incumbent provides training on the department’s licensing database, Customer Relation Management (CRM) system, document imaging system, and associated software programs. This position is responsible for coordinating and/or conducting the training needs of the bureau in all areas of function. Duties include but are not limited to:

Your Specific Responsibilities:

• Performs all required tasks related to the supervision of employees, including approval of attendance and leave, approves and submits timesheets no later than close of business day at the end of the pay period, evaluating employee performance (preparing performance plans, performance evaluations, and position descriptions, etc.), recruitment and selection, administering discipline if needed, employee development, and other supervisory related duties. Plans work flow and objectives and establishes deadlines. Provides appropriate motivation to employees and meets with staff regularly.
• The incumbent in this position analyzes, designs, develops, implements and conducts training programs specifically relating to customer service, Customer Contact Center (CCC) best practices, CCC systems, Departments license database, document imaging, system and associated software programs and the training needs of the Bureau in all areas of function.
• Delivers and coordinates systems related classroom instruction to CCC employees. Conducts instructional design research during the development of training curricula. Performs special training related projects that may be required. Special training related duties may include acquiring and assembling materials, classroom set up, student support during training sessions and opening and closing courses. Maintains employee training records.
• Consults with the Bureau Chief, Training Manager, and unit leaders to compile and maintain knowledge base materials and technical information for developing goals and objectives for training courses. Compiles statistical research data relative to training and prepares reports as needed.
• Determines training needs by consulting with the employees and/or supervisors as needed, and through annual training needs assessment. Coordinates the annual training needs assessment and develops the annual training course catalogue. Develops and maintains the CCC best practices manual.

Handles escalated customer issues including those brought forth by CCC management staff or the Secretary's office. Ensures timely assignment and handling of DSO Referral Priorities.

Knowledge, Skills, and Abilities:

• Ability to independently develop lesson plans
• Ability to effectively present training material to large groups
• Ability to plan, organize, and coordinate work assignments
• Ability to compile and analyze data
• Ability to communicate effectively
• Ability to work independently
• Ability to multi-task when there are competing demands

Minimum Requirements

• Must have experience in curriculum design, lesson plan and training development as well as classroom training and facilitation; and
• Must be proficient with Microsoft products including Excel, Power Point and Word.

Position Note:

• The incumbent in this position requires excellent organizational and time management skills. Attendance is mandatory during those times when the employee is training a new hire class which could last up to six weeks.

The Benefits of Working for the State of Florida:

“ Working for the State of Florida is more than a paycheck. The State’s total compensation package for employees features a highly competitive set of employee benefits including:

• State of Florida retirement package: 3% employee contribution required.
• Nine annual paid holidays and one personal holiday
• Ability to earn up to 104 hours of paid annual leave annually as a new employee with the State of Florida
• Ability to earn up to 104 hours of paid sick leave annually.
• The State of Florida offers health insurance coverage (i.e. individual and family coverage) to eligible employees.
• The State of Florida provides a $25,000 life insurance policy to eligible employees.
• Additional supplemental insurance policies are available for dental, vision, hospital supplement, cancer, etc.
• Tax deferred medical and childcare reimbursement accounts are available.
• Tuition waiver program to attend an approved State of Florida College or University

For additional benefit information, please visit the following website: http://www.mybenefits.myflorida.com

***Information contained in responses to Qualifying Questions concerning education, experience, knowledge, skills and/or abilities must also be disclosed on the State of Florida Employment Application. ***

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 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:

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 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 Department of Business and Professional Regulation will only hire 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.