Licensing & Customer Service Specialist

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System Requirements

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 experience or (B) any equivalent combination of the required experience and the substitutions below:

Substitutions:
 
I.   An Associate's or higher degree with a major in business administration, business management or public administration may be substituted for the required experience.

II. 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.

Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

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. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer.  Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

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.  Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

​​​​​​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. DOL also licenses and regulates the Office of Public Safety and Inspections (OPSI), and the Office of Private Occupational School Education (OS).

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. DOL seeks to promote consumer protection, a fair and competitive marketplace, and education and outreach.

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 regardless of race, color, age, creed, religion, national origin, ethnicity, sex, gender identity or expression, sexual orientation, genetic information, veteran or disability status. We strive to reflect diversity in all facets and levels of our agency. The Division of Occupational Licensure values inclusiveness and diversity within their employee and management teams. Within our community we strive to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

The Division of Occupational Licensure is committed to ensuring a diverse and inclusive workplace where all employees feel respected, valued, and empowered to maximize their skills and talents to serve our citizens.

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, but with a primary focus on the Office of Public Safety Licensing Unit, which manages all of the Public Safety licensing for the agency. 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 inquires referred to OPSI Licensing from the DOL Welcome Center; as assigned, working in DOL’s Welcome Center and providing customer service and in-person support to visitors to DOL’s Boston office; and other office and administrative tasks or projects. The Specialist may perform other duties, as assigned, based on the operational needs of the Agency.

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 and/or preparing the application for board review. Input and download data necessary for issuing a license, when appropriate.
• Provide administrative support to, and processes all OPSI license types by issuing licenses for, all OPSI boards and programs, including, but not limited to, Construction Supervisor, Hoisting Engineers, Security Systems, Elevator Mechanics and Operators, Amusement Devises, and licenses issued by the Bureau of Pipefitters, Refrigeration Technicians, and Sprinkler Fitters. Directly works on, or assists in all aspects of licensing, including initial applications, exam scheduling, renewal applications, and changing licenses statuses.
• Act as a liaison between the boards, licensees and the public. This includes, but is not limited to, answering routine office correspondence relative to board and licensing regulations, policies, licensing laws, complaints and applications processes, under the guidance and supervision of the Executive Director ("ED"), Assistant Executive Director ("AED"),  Associate Deputy Commissioner or Deputy Commissioner.
• Maintain, scan, retrieve files and records of complaints, correspondence, electronic records, and telephonic responses/inquiries.
• Serve as the primary customer service agent for all license types. Receive and respond to/assist with walk-ins, written, telephonic, and e-mail inquiries.  Answer and/or refer to appropriate parties for action in a timely fashion.
• As directed by the ED, AED, Associate Deputy Commissioner or Deputy Commissioner, compose letters, memoranda, and reports and review these documents for completeness, content, typographical errors, and compliance with regulatory and statutory guidance.
• At the direction of the ED, AED, Associate Deputy Commissioner or Deputy Commissioner, assist with continuing education audits, which includes notifying licensees, reviewing audit material submitted, and following through with board action when appropriate.
• At the direction of the ED, AED, Associate Deputy Commissioner or Deputy Commissioner, act as a liaison with examination vendors, including receiving and processing exam scores, rosters, submitting approved applicants for examination, and coordinating exam process with vendors.
• Review, analyze, and update statistical data concerning board activities, including the audit of vendor data/license downloads.
• Perform related duties as assigned, including assisting other managers or staff, when necessary or requested by the ED, AED, Associate Deputy Commissioner or Deputy Commissioner.
• Serve as the primary customer service point of contact for board inquires referred from DOL’s Welcome Center. Specifically, respond to all walk-in visitors, phone inquiries, and email inquiries submitted to the Unit or other assigned DOL boards.
• Provide general administrative support to all DOL boards/units and the DOL Welcome Center.

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.
• Previous state/local government experience.
• Ability to understand, explain and apply the rules, regulations, policies, procedures, specifications, standards and guidelines governing each board and the overall unit activities.
• Knowledge of the methods of general report writing.
• Knowledge of the types and uses of general office equipment.
• Ability to analyze and determine the applicability of data, to draw conclusions, and to make appropriate recommendations.
• Ability to assemble information in accordance with established procedures.
• Ability to communicate effectively in oral expression, to deal tactfully with others, to exercise discretion in handling confidential information, to exercise sound judgement, to follow written and oral instructions, to maintain records, to write concisely, to express thoughts clearly and to develop ideas in logical sequence.
• Knowledge of PC technology, specifically Microsoft Word.
• Ability to learn and use proprietary computer programs.
• Ability to properly handle confidential information.
• Ability to honor work schedule.

​​​​All applicants should attach a cover letter and resume to their online submission for this position.