Information Specialist I | Information Services Center

Massachusetts AGO; Boston (MA); Remote; USD 56,000 - 68,000; Full time

Job summary

Massachusetts AGO is seeking three Information Specialists to join the Information Services Center. This public-facing role answers inbound calls, provides information, and makes referrals to other agencies.

Responsibilities include assisting callers with inquiries, guiding them through filing processes, and directing to divisions or community partners. Remote work is supported with occasional travel to the Boston office for trainings.

Qualifications

• Experience in a high-volume call center or customer service role.
• Ability to communicate effectively with diverse populations.
• Proficiency with web-based applications and basic software.
• Must be able to work remotely with reliable internet and cell service.

Responsibilities

• Answer inbound calls from the public and provide information and referrals.
• Explain and direct callers to appropriate agencies or divisions.
• Assist with filing, processing, and assignment of inquiries or complaints.
• Participate in trainings across AGO divisions.

Skills

Call center experience

Public-facing customer service

Multilingual (Spanish, Haitian-Creole,

Education

Associate or bachelor’s degree

Job description

INFORMATION SPECIALIST

EXECUTIVE BUREAU

INFORMATION SERVICES CENTER

Attorney General Andrea Joy Campbell is looking for three highly motivated individuals to join her team as an Information Specialist in the Attorney General’s Information Services Center. The Information Services Center (ISC) answers inbound calls from the public, provides information to callers, and makes internal and external referrals.

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 Requirements

• Associate or bachelor’s degree, preferred.
• Professional experience in a call center or public-facing customer service role.
• Proficiency in Spanish, Haitian-Creole, or Portuguese required.
• Commitment to public serve and significant experience working with people from different ethnic, cultural, and economic backgrounds.
• Exceptional customer service skills with the ability to communicate effectively with the public, including people who are under physical and/or emotional stress.
• Effective interpersonal, verbal, written, and reading comprehension skills.
• Familiarity with web-based applications is required.
• Ability to handle confidential information with discretion, exercise sound judgment, and follow written and oral instructions.
• Ability to adjust to changing situations and priorities and be comfortable spending a significant portion of each day on the telephone.
• Willingness to travel occasionally to the Boston Office for trainings and meetings, with notice.
• Must be comfortable working remotely and have reliable internet and cell phone service.

Position Type

Full-Time/Non-Exempt. 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.

Salary

$61,894.00

The application deadline for this posting is November 9, 2026, at 5:00 PM (ET).

Qualified individuals with disabilities are encouraged to apply. We will gladly assist applicants who are in need of an accommodation. For assistance, contact the Human Resources Division at [phone].

Inquiries regarding position & status may be made to

Laurin Mottle, Chief

Information Services Center

[phone]

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.