Remote Information Specialist - Public Service

Massachusetts AGO; Massachusetts; Remote; USD 56,000 - 68,000; Full time

Job summary

Massachusetts AGO is seeking three Information Specialists for the Information Services Center. These public-facing roles answer inbound calls, provide information, and refer callers to appropriate agencies or organizations.

Remote work is supported with occasional travel to the Boston Office for trainings. Ideal candidates have an Associate or Bachelor's degree (preferred) and experience in a call center or customer service, with proficiency 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 significant experience working with people from different backgrounds.
• Exceptional customer service skills with the ability to communicate effectively with the public, including those under stress.
• Effective 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 adjust to changing situations and priorities; comfortable spending much time 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.

Responsibilities

• Answer questions, provide information, and make referrals to other government agencies or community organizations.
• Explain filing, processing, and assignment of complaints, as well as information relating to the work of AGO divisions.
• Participate in regular trainings with divisions across the AGO.

Skills

Public-facing communication

Customer service

Spanish language

Haitian-Creole language

Portuguese language

Discretion and judgment

Remote work adaptability

Phone-based communication

Education

Associate or bachelor's degree

Tools

Web-based applications

Job description

Massachusetts AGO is seeking three Information Specialists for the Information Services Center. These public-facing roles answer inbound calls, provide information, and refer callers to appropriate agencies or organizations.

Remote work is supported with occasional travel to the Boston Office for trainings. Ideal candidates have an Associate or Bachelor's degree (preferred) and experience in a call center or customer service, with proficiency in Spanish, Haitian-Creole, or Portuguese.