The Department of Telecommunications and Cable (DTC) is a state regulatory agency with oversight of the telecommunications and cable industries in Massachusetts, which includes over 260 companies. The DTC‘s Consumer Division monitors company compliance with Department regulations, investigates consumer complaints and responds to inquiries regarding telecommunications and cable services.

The Department of Telecommunications and Cable 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 Department of Telecommunications and Cable 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.

Primary Duties:

• Respond to incoming telephone calls, emails, online submissions and written correspondence.
• Mediate disputes between customers and their service providers.
• Utilize the Department's Customer Relationship Management (CRM) system to enter information related to case investigation work, including case summary, case disposition, and documenting contacts with involved parties.
• Develop the ability to understand and explain federal and state laws, regulations and rules applicable to the telecommunications and cable industries.

Additional Responsibilities:

• Prepare memos and reports on relevant policy issues and emerging complaint trends.
• Research and assess the technological changes impacting the telecommunications network as well as national issues addressed by our federal counterpart, the Federal Communications Commission.
• Participate in consumer education outreach activities allowing for an opportunity to directly interact with the public.

Preferred Qualifications:

• Ability to understand, interpret and apply federal and state laws, regulations and rules applicable to the telecommunications and cable industries.
• Develop working knowledge of the Division's Salesforce database.
• Excellent communication (written and verbal), interpersonal and organizational skills. Previous customer service experience desired.
• Ability to successfully manage multiple tasks in a fast-paced environment.
• Ability to comprehend, analyze, summarize, and assess consumer complaints records relating to a wide variety of quality of service and billing issues.
• Ability to conduct independent research, develop and deliver presentations.
• Current working knowledge of Microsoft Suite and Windows required.
• Applicants who are bilingual or multilingual preferred, but not required.

Public Transportation: Accessible via the MBTA’s Orange, Silver and Red Lines.

Hours Worked: Minimum of 22.5 Hours/Maximum of 37.5 Hours per week, Monday – Friday from 8:45 am to 5 pm.

Please note: This position has a hybrid work schedule that requires a combination of reporting to the DTC’s office and remote work.