Information Specialist I | Information Services Center

Massachusetts AGO • Boston, MA

4d • Remote

About The Position

The Attorney General’s Information Services Center (ISC) is seeking three Information Specialists to handle public inquiries and provide information and referrals. This is a public-facing role and often the first point of contact for members of the public who contact the Attorney General’s Office (AGO). Specialists answer questions, explain processes and directions related to filing, processing, and assignment of complaints, provide information about the work of AGO divisions, and refer callers to other government agencies or community organizations as appropriate. The role also participates in regular trainings with divisions across the AGO. This is a full-time, non-exempt, fully remote position, with occasional travel to the AGO’s Boston office for training and meetings; advance notice is provided.

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 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 adapt to changing situations and priorities and 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 an interest in supporting a respectful and inclusive work environment.

Nice To Haves

• Associate or bachelor’s degree preferred.

Responsibilities

• Answer inbound calls and public inquiries as the first point of contact for many people contacting the Attorney General’s Office.
• Answer questions and provide information to callers.
• Make appropriate referrals to government agencies or community organizations.
• Explain and provide directions regarding the filing, processing, and assignment of complaints.
• Provide information about the work of various AGO divisions.
• Participate in regular trainings with divisions across the AGO.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed