Mass.gov
Licensing %26 Customer Service Specialist
Mass.gov, Boston, Massachusetts, us, 02298
The new address of this position will be 1 Federal Street, Boston, MA 02110 in 2025.
The non-negotiable annual salary for this position is $52,939.90 (NAGE Unit 1, Grade 15A, Step 1).
About the Organization:
The Division of Occupational Licensure (DOL), an agency within the Office of Consumer Affairs and Business Regulation (OCABR), protects consumers by making sure the professionals they hire comply with state licensing laws. DOL oversees 26 boards of registration, which license and regulate more than 500,000 individuals and businesses to practice over 100 trades and professions.
The mission of DOL is to protect the public health, safety and welfare by licensing qualified individuals and businesses to provide services to consumers. In addition, it is the duty of the DOL to ensure fair and consistent enforcement of the licensing laws and regulations.
The Division of Occupational Licensure is committed to creating and sustaining a work culture that is welcoming, inclusive, and mutually respectful to all its employees. We strive to reflect diversity in all facets and levels of our agency.
About the Role:
The Licensing & Customer Support Specialist (Office Support Specialist I) provides administrative support to all boards of registration housed within the Division of Occupational Licensure, primarily focusing on the Office of Public Safety Licensing Unit. Primary responsibilities and duties include:
Answering phones; opening and responding to mail and e-mail.
Processing license applications and renewals.
Filing or scanning documents.
Serving as the primary customer service representative for inquiries referred to OPSI Licensing from the DOL Welcome Center.
Working in DOL’s Welcome Center and providing customer service and in-person support to visitors to DOL’s Boston office.
Other office and administrative tasks or projects as assigned.
Duties and Responsibilities:
(these duties are a general summary and not all inclusive) Process license applications, including logging and notifying applicants of their application status. Provide administrative support to OPSI license types by issuing licenses for various boards and programs. Act as a liaison between the boards, licensees, and the public. Maintain, scan, retrieve files and records of complaints and correspondence. Serve as the primary customer service agent for all license types. Compose letters, memoranda, and reports as directed. Assist with continuing education audits. Act as a liaison with examination vendors. Review, analyze, and update statistical data concerning board activities. Perform related duties as assigned. Preferred Knowledge, Skills, and Abilities: Excellent customer service skills. Strong communication skills, both verbal and written. Knowledge of the licensing process within the Division of Occupational Licensure. Ability to understand and apply the rules, regulations, policies, and procedures. Knowledge of general report writing. Ability to analyze data and make recommendations. Ability to communicate effectively and handle confidential information. Knowledge of PC technology, specifically Microsoft Word. Ability to learn and use proprietary computer programs. All applicants should attach a cover letter and resume to their online submission for this position. First consideration will be given to those applicants that apply within the first 14 days. Minimum Requirements: Applicants must have at least (A) two years of full-time, or equivalent part-time, experience in administrative work experience or (B) any equivalent combination of the required experience and the substitutions below: Substitutions: An Associate's or higher degree with a major in business administration, business management or public administration may be substituted for the required experience. An Associate's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience. Comprehensive Benefits: When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. An Equal Opportunity / Affirmative Action Employer. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.
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(these duties are a general summary and not all inclusive) Process license applications, including logging and notifying applicants of their application status. Provide administrative support to OPSI license types by issuing licenses for various boards and programs. Act as a liaison between the boards, licensees, and the public. Maintain, scan, retrieve files and records of complaints and correspondence. Serve as the primary customer service agent for all license types. Compose letters, memoranda, and reports as directed. Assist with continuing education audits. Act as a liaison with examination vendors. Review, analyze, and update statistical data concerning board activities. Perform related duties as assigned. Preferred Knowledge, Skills, and Abilities: Excellent customer service skills. Strong communication skills, both verbal and written. Knowledge of the licensing process within the Division of Occupational Licensure. Ability to understand and apply the rules, regulations, policies, and procedures. Knowledge of general report writing. Ability to analyze data and make recommendations. Ability to communicate effectively and handle confidential information. Knowledge of PC technology, specifically Microsoft Word. Ability to learn and use proprietary computer programs. All applicants should attach a cover letter and resume to their online submission for this position. First consideration will be given to those applicants that apply within the first 14 days. Minimum Requirements: Applicants must have at least (A) two years of full-time, or equivalent part-time, experience in administrative work experience or (B) any equivalent combination of the required experience and the substitutions below: Substitutions: An Associate's or higher degree with a major in business administration, business management or public administration may be substituted for the required experience. An Associate's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience. Comprehensive Benefits: When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. An Equal Opportunity / Affirmative Action Employer. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.
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