The Contact Center Customer Service Representative is an integral part of the Department of Early Education and Care (EEC) first response customer service strategy. The main duties of the unit are processing telephonic, email and "ticket" notifications, and requests from educators and constituents from throughout the Commonwealth. At this time the prime responsibility of the Contact Center is to be the first point of contact for questions related to educators and individual's status of background record checks. EEC conducts background record checks for all child care candidates working, volunteering or affiliated with a licensed, funded or approved program. EEC is also responsible for conducting background record checks for child serving residential and placement agencies. The Contact Center Representative utilizes organizational and communication skills, knowledge of background record check requirements, and collaborative interactions with stakeholders to facilitate efficient and timely requests.

The Contact Center Representative focuses on providing technical assistance and relevant information to callers to assist them in having pertinent information essential to obtain a background record check for an educator working in early education within Massachusetts. The Contact Center Representative works primarily by telephone as the first point of contact for individuals requiring information on the status of the Background Record Check, to triage concerns to the appropriate division, and to inform callers of actions they can take to ensure they have the access and information they need. The representative provides advice and direction to the caller about the BRC process. The Contact Center Representative demonstrates an understanding of department goals and BRC requirements.

A contact center representative's job description is to provide courteous and professional phone support to callers, whether they need help with BRC procedures or requirements.

The Contact Center Representatives supports other divisions within EEC and will continue to grow as the strategic priorities are implemented. Must have the ability and flexibility to change as focus of call demand may shift as strategic priorities and needs of the Commonwealth's children and families change.

Duties and Responsibilities:

• Assist educators and prospective educators through the BRC process;
• Answer questions about the status of the caller's BRC submission;
• Enter updated information as requested;
• Obtain accurate information from educators and prospective educators by answering telephone calls and asking relevant questions;
• Inform educators and prospective educators by explaining procedures; answering questions; providing information;
• Perform related duties as required such as general office functions including but not limited modifying applications such as performing name and credential changes;

o Verify eligibility, collect demographic and pertinent information, and document results in the computer system
o Communicate with callers regarding any necessary decision data.
o Communicate with the BRC Unit to ensure appropriate information is being disseminated.
o Manage workload within regulatory requirements and mandated timeframes for processing applications and renewals
o Handle confidential information consistent with department policies and regulatory requirements
o Assist in refinement and implementation of unit workflows to enhance efficiency and support unit/department goals
o Assist implementation of all processes and programs in accordance with business plans to provide quality customer service to all customers;
o Engage in cross-training to develop the variable skills necessary to support all BRC responsibilities within the program coordinator 1 title.

• Handle customer inquiries both over the phone and email/ticket;
• Instruct constituents on basic navigation of the systems (Legacy, Navigator, etc.)
• Research required information using available resources;
• Manage and resolve customer complaints/questions;
• Provide educators and constituents with accurate information;
• Identify and escalate priority issues;
• Articulate constituent's issues accurately and document call information according to standard operating procedures when escalating tickets
• Route calls and tickets to appropriate resource, if/when the call requires;
• Provide follow-up to educators and prospective educators calls where necessary;
• Attend EEC staff meetings and other required meetings to stay informed of any changes to policy, procedures or regulations;
• Understand EEC and BRC policies;
• Utilize ServiceNow to escalate necessary issues;
• Other duties as assigned

Preferred Qualifications:

• Fluency in Spanish
• Excellent attendance and punctuality
• Comfort working in a high volume and fast-paced call center environment
• Ability to answer calls, inquiries, and requests with a sense of urgency
• Superb attention to detail and ability to meet deadlines
• Customer service training or previous call center experience, highly desired
• Knowledge in BRC terminology strongly preferred
• Strong communication, telephone and writing skills
• Proficiency in Microsoft Office/Computer Programs and tech-savviness
• Ability to work in multiple computer systems at the same time
• Strong verbal and written communication skills
• Listening skills
• Problem solving and analytical skills
• Customer service and organizational skills
• Ability to exercise sound judgment
• Adaptability, resilience and empathy
• Ability to work in a team and individually
• Ability to handle stressful situations

Questions regarding this position or the application process should be directed to Dawn.E.DeRoche@mass.gov.

Qualifications

First consideration will be given to those applicants that apply within the first 14 days.

MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) two years of full-time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and/or program analysis, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. A Bachelor's or higher degree with a major in business administration, business management or public administration may be substituted for the required experience.

II. A Bachelor'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.

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.