Information Specialist I | Information Services Center

Massachusetts AGO • Boston, MA

2d • Remote

About The Position

The Attorney General’s Information Services Center (ISC) answers inbound calls from the public, provides information to callers, and makes internal and external referrals. Information Specialists are public-facing staff and serve as a first point of contact for many people contacting the Attorney General’s Office (AGO). They answer questions, provide information, and refer callers to other government agencies or community organizations as appropriate. They may also explain and provide directions about filing, processing, and assignment of complaints, and share information about the work of various divisions. Information Specialists participate in regular trainings with divisions across the AGO.

This is a fully remote, full-time, non-exempt position. Occasional travel to the AGO’s Boston Office may be required for trainings and meetings, with ample advance notice. Applicants must be comfortable working remotely and have reliable internet and cell phone service. The position requires spending a significant portion of each day on the telephone. The AGO encourages applicants who reflect the diversity of the communities it serves and supports a respectful and inclusive work environment.

Requirements

• Professional experience in a call center or public-facing customer service role.
• Proficiency in Spanish, Haitian-Creole, or Portuguese.
• Commitment to public service and significant experience working with people from different ethnic, cultural, and economic backgrounds.
• Exceptional customer service skills and the ability to communicate effectively with the public, including people under physical and/or emotional stress.
• Effective interpersonal, verbal, written, and reading comprehension skills.
• Familiarity with web-based applications.
• Ability to handle confidential information with discretion, exercise sound judgment, and follow written and oral instructions.
• Ability to adjust to changing situations and priorities.
• Comfort spending a significant portion of each day on the telephone.
• Willingness to travel occasionally to the Boston Office for trainings and meetings, with notice.
• Comfort working remotely and reliable internet and cell phone service.
• Ability to demonstrate a connection to the people and communities served and interest in supporting a respectful and inclusive work environment.

Nice To Haves

• Associate or bachelor’s degree preferred.

Responsibilities

• Answer inbound calls and serve as a first point of contact for members of the public contacting the AGO.
• Answer callers’ questions and provide information about the AGO.
• Make appropriate referrals to other government agencies or community organizations.
• Explain and provide directions regarding the filing, processing, and assignment of complaints.
• Provide information relating to the work of various AGO divisions.
• Participate in regular trainings with divisions across the AGO.
• Occasionally travel to the Boston Office for trainings and meetings, with advance notice.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree