Consumer Call Center Information Specialist

Consumer Call Center Information Specialist – (240009PF)

Description

The new address of this position will be 1 Federal Street, Boston, MA 02110 in December 2024.

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 Office Support Specialist II (“Consumer Call Center Information Specialist”) works in the Office of Consumer Affairs and Business Regulation and is often the first point-of-contact between OCABR and the public. The Specialist provides basic assistance and customer service to consumers, small business owners, and contractors that seek information and guidance on 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. Primary responsibilities and duties include: assisting consumers who call the hotline or email customer service, including using available language translation services when necessary; opening, disseminating, and responding to mail; managing consumer information voicemail and e-mail; scanning and/or filing documents; 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 necessary or assigned, providing administrative support to other OCABR offices, programs, or units. The Consumer Call Center Information Specialist may be reassigned, at any time, based on the operational needs of the Agency.

Duties and Responsibilities: (these duties are a general summary and not all inclusive):

• Serve as the primary customer service agent for the consumer hotline, MassFlow email portal, and online chat, with a focus on providing information and guidance for OCABR 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, and data breach reporting.
• Provide basic assistance and customer service to walk-in visitors at OCABR Boston office; serve as a liaison between callers and third-party translation service for consumers requiring languages other than English; and refer consumers to appropriate agencies, boards, offices, programs, or units within the OCABR, other agencies with Commonwealth, or community partners/services.
• Assist with basic customer service-oriented transactions including, but not limited to, HIC registration renewals; database updates like name and address changes; late fee issues and resolution; application processing, and other routine tasks.
• Provide support, training, guidance and supervision to interns and co-ops and newly hired employees.
• Acquire a working knowledge of OCABR agencies, such as the trades and professions licensed by an agency, consumer complaint processes, and contact information, for directly assisting consumers 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, and reports in response to public inquiries as directed by the Events and Outreach Manager.
• Provide general administrative support to the OCABR.
• Complete other duties, as assigned, based on the operational needs of the Agency.

Preferred Knowledge, Skills, and Abilities:

• Excellent customer service skills.
• Strong communication skills, both verbal and written.
• Previous state/local government experience.
• Demonstrated interest in customer service and helping people with professionalism, even when challenging issues may arise.
• Ability to learn, understand, and explain OCABR program rules, regulations, policies, procedures, requirements, standards, and guidelines.
• Knowledge of business writing and correspondence protocols.
• Experience using PC laptops and programs such as Microsoft Office (primarily Word and Excel), web browsers and search engines, online phone systems, and general office equipment such as a copier/scanner.
• Ability to follow existing protocols like assembling information in accordance with established procedures and handling confidential information with discretion.
• Ability to communicate effectively verbally and in writing, to deal tactfully with others, to exercise sound judgment, to follow written and oral instructions, to maintain records, to write concisely, to express thoughts clearly and to develop ideas in logical sequence.
• Ability and willingness to learn and use proprietary computer programs.
• Ability to properly handle confidential information with discretion.
• Ability to honor work schedule.

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.

Qualifications

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.

Official Title: Office Support Specialist II

Primary Location

: United States-Massachusetts-Boston – 501 Boylston St

Job

: Administrative Services

Agency

: Office of Consumer Affairs and Business Regulation

Schedule

: Full-time

Shift

: Day

Job Posting

: Nov 8, 2024, 6:17:23 PM

Number of Openings

: 1

Salary

: 58,587.36 – 83,686.72 Yearly

If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator: Arpita Swaroop – 6179738787

Bargaining Unit: 01-NAGE – Clerical/Administrative

Confidential: No

Potentially Eligible for a Hybrid Work Schedule: No

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