Consumer Call Center Information Specialist

State of Massachusetts - Boston, MA

Full-time - Entry Level

Boston, MA

Executive, Legislative, and Other General Government Support

About the position

The Consumer Call Center Information Specialist serves as the primary customer service agent for the Office of Consumer Affairs and Business Regulation (OCABR). This role involves providing assistance and guidance to consumers, small business owners, and contractors regarding various OCABR programs. The Specialist is often the first point of contact for the public, handling inquiries through phone, email, and in-person visits, while also managing consumer information and administrative tasks.

Responsibilities

• Serve as the primary customer service agent for the consumer hotline, MassFlow email portal, and online chat, focusing on OCABR programs.
• Provide basic assistance and customer service to walk-in visitors at the OCABR Boston office.
• Assist with customer service-oriented transactions including HIC registration renewals and database updates.
• Provide support, training, guidance, and supervision to interns and co-ops and newly hired employees.
• Acquire a working knowledge of OCABR agencies and consumer complaint processes.
• 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.
• Provide general administrative support to the OCABR.
• Complete other duties as assigned based on the operational needs of the Agency.

Requirements

• Three years of full-time, or equivalent part-time, experience in administrative work or any equivalent combination of required experience.
• Excellent customer service skills.
• Strong communication skills, both verbal and written.
• Demonstrated interest in customer service and helping people professionally.
• Ability to learn, understand, and explain OCABR program rules and regulations.
• Knowledge of business writing and correspondence protocols.
• Experience using PC laptops and programs such as Microsoft Office (primarily Word and Excel).
• Ability to follow existing protocols and handle confidential information with discretion.
• Ability to communicate effectively and deal tactfully with others.

Nice-to-haves

• Previous state/local government experience.
• Ability and willingness to learn and use proprietary computer programs.

Benefits

• Comprehensive employee benefits package including health insurance, retirement plans, and paid time off.