Constituent Services Associate
First consideration will be given to those applicants that apply within the first 14 days PURPOSE OF THE JOB The Constituent Services Associate serves as a key voice of the Commission, having frequent and essential contact (especially over the phone, but also via email) with members of the Commission's constituency and the inquiring general public.
Reporting to the Constituent Services Manager , this role advances the Commission's reputation and brand, ensures consistent and accurate information sharing and messaging, and leaves a positive impression on the constituent.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES Responsible for engaging constituents effectively in the work of the Commission and ensuring the Commission's constituent services is of the highest quality and integrity; Engage in inbound and outbound calls with constituents, including information requests, ensuring 100% accuracy, kind and responsive dialogue, and alignment with Commission policy; Track each call in the Commission's case management system and triage as required; Follow Commission protocol when dealing with constituent requests, questions, and engagement.
Research and resolve constituent inquiries and concerns with follow-up via telephone, email or written correspondence to ensure a quality response and alignment with Commission policy; Coordinate with other Commission departments as necessary to provide accurate information and follow-up with constituents; Maintain a current set of FAQs for all staff use, ensuring consistent and appropriate responses to constituent inquiries; Share relevant information gathered from constituents with Constituent Services Manager for reporting to Commission leadership; OTHER DUTIES AND RESPONSIBILITIES Maintain the highest standards of personal, professional, and ethical conduct and support the Commission's goals for a diverse and culturally aware workforce; and Additional administrative support work for other departments as needed including reception phone coverage, and all other duties as assigned.
The safety of our employees, both current and future, is the Commission's highest priority.
At this time, our employees are working remotely.
Qualifications:
SKILLS AND BACKGROUND Exceptional character and professionalism; Compassionate and helpful demeanor; Ability to work independently and adapt in a rapidly changing environment; Excellent oral and written communications skills; Strong interpersonal skills and track record of relationship building; Ability to effectively prioritize and execute tasks in a fast-paced environment; Ability to contribute actively to a work environment that embraces diversity; Ability to build constructive working relationships characterized by a high level of acceptance, integrity, cooperation, and mutual regard; Ability to accept personal responsibility for the quality and timeliness of work, and for meeting expectations; and Ability to seek opportunities to resolve problems, achieve goals, or otherwise advance the Commission's mission.
EDUCATION AND EXPERIENCE Associates degree required; Bachelor's degree preferred; Minimum of 2 years of experience in customer or constituent services support, general office or administrative support; Strong administrative and organizational skills with exceptional attention to detail; Proficiency in Microsoft Office with advanced knowledge of Power Point, Excel, and case management systems; and Demonstrated excellence in written and verbal communication skills.
SALARY RANGE:
$40,000 - $50,000 Benefits Package:
The Commission is pleased to offer a comprehensive benefits package to its employees.
The specific components and eligibility may vary based upon position classification, hours worked per week and other variables.
Therefore, specific benefits for this position may be discussed as part of the interview and offer process.
This position is non-civil service.
This position is a non-exempt position.
The overall benefits available include:
paid vacation, sick and personal leave time, health, dental and vision insurance through the Commonwealth's Group Insurance, and optional pre-tax Health Savings Account plans.
In addition, the Commission provides employees the opportunity to elect life insurance, long term disability insurance, deferred compensation savings, tuition remission and pre-tax commuter account plans, along with other programs.
The Commission employees also participate in the Commonwealth's State Retirement Plan, which can become a defined benefit plan for those that both vest and subsequently retire from State service.
Follow this link for additional retirement information:
http:
//www.
mass.
gov/treasury/retirement/state-board- of-retire/.
Commitment to Diversity:
The Commission is committed to building a diverse staff across its entire agency and at all levels.
The Commission is an equal opportunity/affirmative action employer.
Notice of Required Background Check - Including Tax Compliance:
The Commission requires a background check on all prospective employees as a condition of employment.
Candidates should be aware of this requirement but should also know that such background check is not initiated until:
A candidate is invited to a second or subsequent interview, and The candidate has signed the Background Check Authorization Form and related releases.
This background check includes a Criminal Offender Record Information (CORI) check, Federal IRS and Department of Revenue state tax compliance on all prospective employees as a condition of their employment.
Candidates with advanced degrees and professional licenses may have these credentials verified.
Individuals other than those references provided by a candidate may be contacted in the course of completing a full background and qualification check.
Those candidates invited to interview will be contacted by the Commission.
Unfortunately, due to the anticipated high volume of applicants for this vacancy, we are unable to provide status updates to specific individuals.
Recommended Skills Administration Attention To Detail Case Management Systems Communication Coordinating Ethics Estimated Salary: $20 to $28 per hour based on qualifications.
Reporting to the Constituent Services Manager , this role advances the Commission's reputation and brand, ensures consistent and accurate information sharing and messaging, and leaves a positive impression on the constituent.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES Responsible for engaging constituents effectively in the work of the Commission and ensuring the Commission's constituent services is of the highest quality and integrity; Engage in inbound and outbound calls with constituents, including information requests, ensuring 100% accuracy, kind and responsive dialogue, and alignment with Commission policy; Track each call in the Commission's case management system and triage as required; Follow Commission protocol when dealing with constituent requests, questions, and engagement.
Research and resolve constituent inquiries and concerns with follow-up via telephone, email or written correspondence to ensure a quality response and alignment with Commission policy; Coordinate with other Commission departments as necessary to provide accurate information and follow-up with constituents; Maintain a current set of FAQs for all staff use, ensuring consistent and appropriate responses to constituent inquiries; Share relevant information gathered from constituents with Constituent Services Manager for reporting to Commission leadership; OTHER DUTIES AND RESPONSIBILITIES Maintain the highest standards of personal, professional, and ethical conduct and support the Commission's goals for a diverse and culturally aware workforce; and Additional administrative support work for other departments as needed including reception phone coverage, and all other duties as assigned.
The safety of our employees, both current and future, is the Commission's highest priority.
At this time, our employees are working remotely.
Qualifications:
SKILLS AND BACKGROUND Exceptional character and professionalism; Compassionate and helpful demeanor; Ability to work independently and adapt in a rapidly changing environment; Excellent oral and written communications skills; Strong interpersonal skills and track record of relationship building; Ability to effectively prioritize and execute tasks in a fast-paced environment; Ability to contribute actively to a work environment that embraces diversity; Ability to build constructive working relationships characterized by a high level of acceptance, integrity, cooperation, and mutual regard; Ability to accept personal responsibility for the quality and timeliness of work, and for meeting expectations; and Ability to seek opportunities to resolve problems, achieve goals, or otherwise advance the Commission's mission.
EDUCATION AND EXPERIENCE Associates degree required; Bachelor's degree preferred; Minimum of 2 years of experience in customer or constituent services support, general office or administrative support; Strong administrative and organizational skills with exceptional attention to detail; Proficiency in Microsoft Office with advanced knowledge of Power Point, Excel, and case management systems; and Demonstrated excellence in written and verbal communication skills.
SALARY RANGE:
$40,000 - $50,000 Benefits Package:
The Commission is pleased to offer a comprehensive benefits package to its employees.
The specific components and eligibility may vary based upon position classification, hours worked per week and other variables.
Therefore, specific benefits for this position may be discussed as part of the interview and offer process.
This position is non-civil service.
This position is a non-exempt position.
The overall benefits available include:
paid vacation, sick and personal leave time, health, dental and vision insurance through the Commonwealth's Group Insurance, and optional pre-tax Health Savings Account plans.
In addition, the Commission provides employees the opportunity to elect life insurance, long term disability insurance, deferred compensation savings, tuition remission and pre-tax commuter account plans, along with other programs.
The Commission employees also participate in the Commonwealth's State Retirement Plan, which can become a defined benefit plan for those that both vest and subsequently retire from State service.
Follow this link for additional retirement information:
http:
//www.
mass.
gov/treasury/retirement/state-board- of-retire/.
Commitment to Diversity:
The Commission is committed to building a diverse staff across its entire agency and at all levels.
The Commission is an equal opportunity/affirmative action employer.
Notice of Required Background Check - Including Tax Compliance:
The Commission requires a background check on all prospective employees as a condition of employment.
Candidates should be aware of this requirement but should also know that such background check is not initiated until:
A candidate is invited to a second or subsequent interview, and The candidate has signed the Background Check Authorization Form and related releases.
This background check includes a Criminal Offender Record Information (CORI) check, Federal IRS and Department of Revenue state tax compliance on all prospective employees as a condition of their employment.
Candidates with advanced degrees and professional licenses may have these credentials verified.
Individuals other than those references provided by a candidate may be contacted in the course of completing a full background and qualification check.
Those candidates invited to interview will be contacted by the Commission.
Unfortunately, due to the anticipated high volume of applicants for this vacancy, we are unable to provide status updates to specific individuals.
Recommended Skills Administration Attention To Detail Case Management Systems Communication Coordinating Ethics Estimated Salary: $20 to $28 per hour based on qualifications.
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