Lead Consumer Advocate – Utilities (Hybrid)

Massachusetts Department of Public Health; Boston (MA); Hybrid; USD 75,000 - 105,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Massachusetts Attorney General’s Office seeks a Supervising Consumer Specialist (Utilities) to lead the utilities team within the Consumer Advocacy and Response Division. The role focuses on supervising staff, handling utility-related complaints, and coordinating with partners to advance consumer protections.

The position requires a bachelor’s degree or equivalent, with preference for a J.D., and experience in consumer advocacy or mediation.

Qualifications

• A bachelor’s degree or equivalent experience is required; preference for a J.D. from an accredited law school.
• Experience in individual consumer advocacy, mediation, or intake-related services in legal, government, or non-profit settings.
• Proven record of sound judgment and decision making.
• Ability to work independently and in a team environment.
• Ability to manage multiple deadlines across various projects.
• Experience overseeing and supporting others.
• Interpersonal, organizational, program planning, and analytical skills.
• Customer service skills and strong writing and reading comprehension.
• Proficiency with Microsoft Office Suite and using a database.
• Experience working with diverse populations.
• Ability to speak/understand Spanish, Portuguese, Haitian Creole, or Chinese a plus.

Responsibilities

• Supervise a team of 2-5 consumer specialists, co-op students, and interns.
• Review and assign utility-related consumer complaints, manage workflow, and train the team.
• Identify and track complaint trends and report unfair or deceptive practices.
• Maintain relationships with merchants, local consumer programs, and government partners.
• Provide individualized assistance in response to actionable consumer complaints.
• Maintain up-to-date electronic records in the AGO case management database.
• Develop understanding of consumer rights statutes across multiple areas including utilities.
• Assist with special projects and community engagement events.

Skills

Consumer advocacy

Team supervision

Policy analysis

Communication

Training

Relationship building

Data management

Multitasking

Education

Bachelor’s degree or equivalent

J.D. preferred

Job description

Massachusetts Attorney General’s Office seeks a Supervising Consumer Specialist (Utilities) to lead the utilities team within the Consumer Advocacy and Response Division. The role focuses on supervising staff, handling utility-related complaints, and coordinating with partners to advance consumer protections.

The position requires a bachelor’s degree or equivalent, with preference for a J.D., and experience in consumer advocacy or mediation.