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State of Massachusetts Consumer Call Center Information Specialist in Boston, Massachusetts

_About the Organization:_ The Office of Consumer Affairs and Business Regulation (OCABR) is a state agency within the Executive Office of Economic Development and is responsible for protecting consumers through advocacy and education. The Office of Consumer Affairs works to ensure that the businesses our agencies regulate treat all Massachusetts consumers fairly. The Division of Banks ("DOB"), Division of Insurance ("DOI"), Division of Occupational Licensure ("DOL"), Division of Standards ("DOS"), and Department of Telecommunications and Cable ("DTC") all fall under the OCABR umbrella and help us to fulfill our critical mission of building better businesses and smarter consumers. The Office of Consumer Affairs and Business Regulation is committed to creating and sustaining a work culture that is welcoming, inclusive, and mutually respectful to all its employees regardless of race, color, age, creed, religion, national origin, ethnicity, sex, gender identity or expression, sexual orientation, genetic information, veteran or disability status. We strive to reflect diversity in all facets and levels of our agency. The Office or Consumer Affairs and Business Regulation values inclusiveness and diversity within their employee and management teams. Within our community we strive to create and maintain working and learning environments that are inclusive, equitable, and welcoming. The Office of Consumer Affairs and Business Regulation is committed to ensuring a diverse and inclusive workplace where all employees feel respected, valued, and empowered to maximize their skills and talents to serve our citizens. _About the Role:_ The OfficeSupportSpecialistII("Consumer Call Center Information Specialist")worksin theOffice of Consumer Affairs and Business Regulationand is often the first point-of-contact between OCABR and the public.The Specialistprovidesbasicassistanceandcustomerservicetoconsumers,small business owners, and contractors thatseekinformationand guidanceon OCABR programs like the Lemon Law, Home Improvement Contractor Program, Do Not Call Registry, and data breach reporting as well as directs consumers to other Commonwealth government resources.Primaryresponsibilitiesandduties include:assisting consumers who call the hotlineor email customer service, including using available language translation services when necessary;opening, disseminating,andresponding tomail;managingconsumer informationvoicemailande-mail;scanning and/or filingdocuments;identifying call trends and issues that require escalation or educational outreach;referring consumers affected by data breaches, fraud, and scams to appropriate resources; processing HIC registration renewals and associated questions;and,as necessaryorassigned,providingadministrativesupporttootherOCABRoffices,programs,orunits. TheConsumer Call CenterInformationSpecialistmaybereassigned,atanytime,basedontheoperationalneedsoftheAgency. _Duties and Responsibilities:_(these duties are a general summary and not all inclusive): * Serveastheprimarycustomerserviceagentforthe consumer hotline,MassFlowemailportal, andonlinechat, with a focus onproviding information and guidance forOCABR programs: Home Improvement Contractor(HIC)Program(contractor registration and renewals, complaints, arbitration, and the Guaranty Fund), Lemon Laws(applications and arbitration),Do Not Call Registry,anddata breach reporting. * Providebasicassistanceandcustomerservicetowalk-invisitorsatOCABRBostonoffice;serve as a liaison between callers and third-party translation service forconsumers requiring languages other than English;andrefer consumers toappropriate agencies, boards, offices, programs, or units within the OCABR, other agencies with Commonwealth,or community partners/services. * Assistwith basiccustomer service-orientedtransactionsincluding,but not limitedto,HICregistrationrenewals;database updates likenameandaddresschanges;latefeeissues and resolution;application processing,andotherroutinetasks. * Provide support,training,guidanceand supervisiontointerns and co-opsand newly hired employees. * Acquirea working knowledge of OCABR agencies, such as thetradesandprofessionslicensedbyan agency,consumercomplaintprocesses, andcontact information, for directlyassistingconsumers with basic questions or seamlessly referring them to agency contacts for more complex issues. * Suggest improvements to processes and procedures and collaborate with colleagues on creating efficiencies. * Write, edit, and proofread letters, memoranda, andreportsinresponsetopublicinquiries as directed by theEvents and Outreach Manager. * ProvidegeneraladministrativesupporttotheOCABR. * Completeotherduties,asassigned,basedontheoperationalneeds oftheAgency. _Preferred Knowledge, Skills, and Abilities:_ * Excellentcustomerserviceskills. * Strongcommunicationskills,bothverbal andwritten. * Previousstate/localgovernmentexperience. * Demonstrated interest in customer service and helping people with professionalism, even when challenging issues may arise. * Abilitytolearn,understand,andexplainOCABR program rules,regulations,policies,procedures,requirements,standards,andguidelines. * Knowledgeofbusinesswritingandcorrespondenceprotocols. * Experience using PC laptops and programs such as Microsoft Office (primarily Word and Excel), web browsers and search engines, online phone systems, andgeneralofficeequipment such as a copier/scanner. * Abilitytofollow existing protocols likeassemblinginformationinaccordancewithestablishedprocedures andhandling confidential information with discretion. * Abilitytocommunicateeffectivelyverbally and in writing,todealtactfullywithothers, toexercisesound judgment,tofollowwrittenandoralinstructions,to maintainrecords,towriteconcisely,toexpressthoughtsclearlyand todevelopideasinlogicalsequence. * Abilityand willingnesstolearnanduseproprietarycomputerprograms. * Abilitytoproperlyhandleconfidentialinformation with discretion. * Abilitytohonorworkschedule. * The non-negotiable annual salary for this position is $58,587.36 (NAGE Unit 1, Grade 17A, Step 1).* _All applicants should attach a cover letter and resume to their online submission for this position._ First consideration will be given to those applicants that apply within the first 14 days. Applicants must have at least (A) three years of full-time, or equivalent part-time, experience in administrative work experience or (B) any equivalent combination of the required experience and the substitutions below: Substitutions: I. An Associate's or higher degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the required experience. II. An Associate's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience. Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed. Educational substitutions will only be permitted for a maximum of two years of the required experience. *Comprehensive Benefits* When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards! An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. Job: Administrative Services* *Organization: Office of Consumer Affairs and Business Regulation *Title: *Consumer Call Center Information Specialist Location: Massachusetts-Boston - 501 Boylston St Requisition ID: 240006IA