Information Specialist I | Information Services Center

Massachusetts AGO; Oregon; Hybrid; USD 56,000 - 68,000; Full time

Job summary

Massachusetts AGO is seeking three Information Specialists for the Information Services Center. The role focuses on answering public inquiries, giving information, and referring to appropriate agencies.

You will handle complaints, explain filing procedures, and participate in cross-division trainings. The position is fully remote with occasional travel to the Boston Office for trainings, and requires strong customer service and language skills in Spanish, Haitian-Creole, or Portuguese.

Qualifications

• 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 service and diverse backgrounds.
• Exceptional customer service skills with the ability to handle stress.
• Interpersonal, verbal, written, and reading comprehension skills.
• Familiarity with web-based applications is required.
• Ability to handle confidential information with discretion and follow instructions.
• Ability to adapt to changing situations and spend significant time on the telephone.
• Willingness to travel occasionally to the Boston Office for trainings and meetings, with notice.
• Comfortable working remotely with reliable internet and cell service.

Responsibilities

• Answer questions, provide information, and make referrals to other agencies or organizations.
• Explain and guide on filing, processing, and assignment of complaints.
• Participate in regular trainings across AGO divisions.

Skills

Public-facing service

Language proficiency

Communication skills

Education

Associate or bachelor’s degree

Tools

Web-based applications

Job description

INFORMATION SPECIALISTEXECUTIVE BUREAUINFORMATION SERVICES CENTERAttorney 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 occasional to the Boston Office for trainings and meetings, with notice.
• Must be comfortable working remotely and have reliable internet and cell phone service.

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.

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

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 .

Inquiries regarding position & status may be made to :Laurin Mottle, ChiefInformation Services Center

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.