About the Organization:
The Division of Occupational Licensure (DOL), an agency within the Office of Consumer Affairs and Business Regulation (OCABR), protects consumers by ensuring compliance with state licensing laws. DOL oversees 26 boards of registration, which license and regulate over 500,000 individuals and businesses across 100 trades and professions. DOL also regulates the Office of Public Safety and Inspections (OPSI) and the Office of Private Occupational Schools.
The mission of DOL is to protect public health, safety, and welfare by licensing qualified individuals and businesses. DOL ensures fair and consistent enforcement of licensing laws and regulations, promoting consumer protection, a fair marketplace, and education.
DOL is committed to creating a welcoming and inclusive work culture for all employees, valuing diversity and respect regardless of race, color, age, creed, religion, national origin, ethnicity, sex, gender identity or expression, sexual orientation, genetic information, veteran or disability status.
About the Role:
The Licensing & Customer Support Specialist (“Specialist”) (Office Support Specialist I) provides administrative support to all boards of registration within DOL, focusing on the OPSI, which manages Public Safety licensing. Responsibilities include answering phones; responding to mail and e-mail; processing license applications and renewals; filing or scanning documents; and providing customer service at DOL’s Welcome Center and Boston office.
Duties and Responsibilities: (these duties are a general summary and not all inclusive):
- Process license applications, notify applicants of their status, and prepare applications for board review.
- Provide administrative support to OPSI license types, including initial applications, exam scheduling, and renewals.
- Act as a liaison between boards, licensees, and the public, responding to inquiries under supervision.
- Maintain and retrieve files and records of complaints, correspondence, and inquiries.
- Serve as the primary customer service agent for all license types, responding to walk-ins and inquiries.
- Compose letters and reports as directed, ensuring completeness and compliance.
- Assist with continuing education audits, notifying licensees and reviewing materials.
- Coordinate with examination vendors and manage exam processes.
- Review and update statistical data concerning board activities.
- Provide general administrative support to all DOL boards/units.
Preferred Knowledge, Skills, and Abilities:
- Excellent customer service skills.
- Strong verbal and written communication skills.
- Knowledge of the licensing process within DOL.
- Ability to analyze data and make recommendations.
- Proficient in Microsoft Word and ability to learn proprietary programs.
- Ability to handle confidential information appropriately.
- Ability to maintain a consistent work schedule.
Salary: The non-negotiable annual salary for this position is $48,903.66 (NAGE Unit 1, Grade 15A, Step 1).
Application Instructions: All applicants should attach a cover letter and resume to their online submission for this position.
Qualifications:
First consideration will be given to those applicants that apply within the first 14 days. Office Support Specialist I: Applicants must have at least (A) two years of full-time, or equivalent part-time, experience in administrative work or (B) any equivalent combination of the required experience and substitutions below:
Substitutions:
- An Associate's or higher degree in business administration, business management, or public administration may substitute for the required experience.
- An Associate's or higher degree in a different field may substitute for a maximum of one year of the required experience.
- Educational substitutions will only be permitted for a maximum of two years 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.
Diversity and Equal Opportunity: The Commonwealth is an Equal Opportunity Employer and encourages individuals who believe they have the skills necessary to thrive to apply for this role.
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