Primary Duties: An Information Specialist is a public-facing-position in ISC and plays a central role in the Office's handling of public inquiries. Information Specialists serve as the first point of contact for most members of the public who contact the Attorney General's Office (AGO) and are responsible for answering questions, providing information, and making referrals, as appropriate, to other government agencies or community organizations. Information Specialists may also provide explanations and directions to the public regarding the filing, processing, and assignment of complaints, as well as information relating to the work of various divisions. Information Specialists will participate in regular trainings with divisions across the AGO.

Position Type: Full-Time/Non-Exempt. This is a fully-remote position.

Salary: $57,780

To apply for this position: Please visit the Employment and Recruitment Portal of the Attorney General's Office at: https://ago-ma.igreentree.com/CSS_External/CSSPage_Welcome.ASP and apply directly. Applications submitted via MassCareers website are not received.

You will be asked to submit a cover letter and resume when applying for this position. The application deadline is October 2, 2024.

Qualified individuals with disabilities are encouraged to apply. We will gladly assist applicants in need of an accommodation. For assistance, contact the Human Resources Division at (617) 963-2041.

Do not select MassCareers "apply online" option to apply for this position. Applications submitted via this MassCareers website are not received by our Office.

Inquiries regarding position & status may be made to:

Laurin Mottle, Chief

Information Services Center

(617) 963-2988

Qualifications

Position Requirements : Applicants must have some professional experience working in a call center or public-facing customer service role. An associate degree or bachelor's degree is preferred. Proficiency in Chinese, Haitian-Creole, Portuguese, or Spanish is required.

We seek individuals committed to working in the public interest and who have significant experience working with people from different ethnic, cultural, and economic backgrounds. This position requires extensive phone communication with members of the public. The successful candidate must be able to work effectively with the general public, convey information, and interact positively with people who are under physical and/or emotional stress. The successful candidate should have the ability to adjust to changing situations and priorities and be comfortable spending a significant portion of each day on the telephone.

The position also requires effective interpersonal , verbal, and written communication skills; effective reading abilities and comprehension; and exceptional customer service skills. Familiarity with web-based applications is required. The successful candidate will be able to exercise discretion in handling confidential information, exercise sound judgment, follow written and oral instructions, and communicate effectively. The successful candidate will be able to demonstrate a connection to the people and communities we serve and an interest in supporting a respectful and inclusive work environment.

This is a fully remote position. Occasional travel to the Boston Office of the AGO may be required for training and meetings. Ample advanced notice is provided in these circumstances. The successful candidate must be comfortable working remotely and have appropriate and reliable internet and cell phone service at all times.

The Attorney General's Office is an Equal Opportunity Employer. As the representative of the Commonwealth and its residents, the Attorney General's Office strives to ensure that those working in our office reflect the diversity of the communities we serve. The Office encourages applicants from a broad spectrum of backgrounds to apply for positions.

Do not select MassCareers "apply online" option. Any automated message generated by the Commonwealth of Massachusetts MassCareers website does not apply to posted positions at the Attorney General's Office. You must apply directly at: www.mass.gov/ago/employment .