Licensure Call Center Representative
Commonwealth of Massachusetts, Hendersonville, MA, United States
Position Overview
The Education Secretariat is committed to equity and valuing the unique and diverse characteristics and experiences of every member of its workforce. We encourage an authentic workplace where colleagues show up as their full selves, where collaboration, innovation, and connections are key to realizing our mission that all children, youth, and families thrive socially, academically, and economically. We seek teammates who are committed to promoting a diverse and inclusive work environment, where everyone is valued and engaged.
Key Responsibilities
Assist educators and prospective educators through the various routes and types of Licensure.
Answer questions about the status of the caller’s application.
Enter updated information as requested.
Provide a description of licensure policies and procedures and the application approval process.
Obtain accurate information from educators and prospective educators by answering telephone calls and asking relevant questions.
Determine eligibility by comparing information to licensure requirements.
Instruct educators and prospective educators by explaining procedures, answering questions, and providing information.
Perform related duties such as general office functions, including processing (opening, sorting, and scanning) mail and modifying applications such as performing name and credential changes.
Verify eligibility, collect demographic and pertinent information, and document results in the computer system.
Build cases in the computerized licensure record using information gathered from faxes and/or phone calls.
Document information according to department standards.
Communicate with callers regarding any necessary decision data.
Assign accurate information in educators and prospective educators files and update when applicable.
Communicate with OEL to ensure appropriate information is being disseminated.
Manage workload within regulatory requirements and mandated timeframes for processing applications and renewals.
Handle confidential information consistent with department policies and regulatory requirements.
Assist in refinement and implementation of unit workflows to enhance efficiency and support unit/department goals.
Assist implementation of all processes and programs in accordance with business plans to provide quality customer service to all customers.
Research required information using available resources.
Provide educators and prospective educators with accurate information.
Enter new educators and prospective educators information into the system.
Route calls to appropriate resource when needed.
Provide follow‑up to educators and prospective educators calls as necessary.
Attend OEL staff meetings and other required meetings to stay informed of any changes to policy, procedures or regulations.
Other duties as assigned.
Preferred Qualifications
Excellent attendance and punctuality.
Comfortable working in a high‑volume, fast‑paced call‑center environment.
Able to answer calls/faxes, inquiries & requests with a sense of urgency.
Superb attention to detail and ability to meet deadlines.
Customer service training or previous call‑center experience.
Knowledge of licensure terminology (strongly preferred).
Knowledge of customer service principles and practices.
Strong communication, telephone & writing skills.
Previous experience in a medical/clinical setting (preferred).
Proficiency in Microsoft Office/Computer programs; must be tech‑savvy.
Location
This is a hybrid, full‑time position based at the Department of Elementary and Secondary Education in Everett, MA. The position requires in‑person work two days per week, increasing to three days per week beginning August 31, 2026. Travel may also be required.
First Consideration Notice
First consideration will be given to those applicants that apply within the first 14 days.
Minimum Entrance Requirements
Applicants must have at least (A) two years of full‑time, or equivalent part‑time, professional, administrative or managerial experience in business administration, business management or public administration, with major duties involving program management, program administration, program coordination, program planning and/or program analysis; or (B) any equivalent combination of experience and the substitutions below.
Substitutions
I. A bachelor's or higher degree with a major in business administration, business management or public administration may be substituted for the required experience.
II. A bachelor'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.
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.
Equal Opportunity / Affinity Statement
An Equal Opportunity / Affinity Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
Discrimination Statement
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 do not meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.
Questions
Questions regarding this position or the application process should be directed to Dawn.E.DeRoche@mass.gov.
#J-18808-Ljbffr
The Education Secretariat is committed to equity and valuing the unique and diverse characteristics and experiences of every member of its workforce. We encourage an authentic workplace where colleagues show up as their full selves, where collaboration, innovation, and connections are key to realizing our mission that all children, youth, and families thrive socially, academically, and economically. We seek teammates who are committed to promoting a diverse and inclusive work environment, where everyone is valued and engaged.
Key Responsibilities
Assist educators and prospective educators through the various routes and types of Licensure.
Answer questions about the status of the caller’s application.
Enter updated information as requested.
Provide a description of licensure policies and procedures and the application approval process.
Obtain accurate information from educators and prospective educators by answering telephone calls and asking relevant questions.
Determine eligibility by comparing information to licensure requirements.
Instruct educators and prospective educators by explaining procedures, answering questions, and providing information.
Perform related duties such as general office functions, including processing (opening, sorting, and scanning) mail and modifying applications such as performing name and credential changes.
Verify eligibility, collect demographic and pertinent information, and document results in the computer system.
Build cases in the computerized licensure record using information gathered from faxes and/or phone calls.
Document information according to department standards.
Communicate with callers regarding any necessary decision data.
Assign accurate information in educators and prospective educators files and update when applicable.
Communicate with OEL to ensure appropriate information is being disseminated.
Manage workload within regulatory requirements and mandated timeframes for processing applications and renewals.
Handle confidential information consistent with department policies and regulatory requirements.
Assist in refinement and implementation of unit workflows to enhance efficiency and support unit/department goals.
Assist implementation of all processes and programs in accordance with business plans to provide quality customer service to all customers.
Research required information using available resources.
Provide educators and prospective educators with accurate information.
Enter new educators and prospective educators information into the system.
Route calls to appropriate resource when needed.
Provide follow‑up to educators and prospective educators calls as necessary.
Attend OEL staff meetings and other required meetings to stay informed of any changes to policy, procedures or regulations.
Other duties as assigned.
Preferred Qualifications
Excellent attendance and punctuality.
Comfortable working in a high‑volume, fast‑paced call‑center environment.
Able to answer calls/faxes, inquiries & requests with a sense of urgency.
Superb attention to detail and ability to meet deadlines.
Customer service training or previous call‑center experience.
Knowledge of licensure terminology (strongly preferred).
Knowledge of customer service principles and practices.
Strong communication, telephone & writing skills.
Previous experience in a medical/clinical setting (preferred).
Proficiency in Microsoft Office/Computer programs; must be tech‑savvy.
Location
This is a hybrid, full‑time position based at the Department of Elementary and Secondary Education in Everett, MA. The position requires in‑person work two days per week, increasing to three days per week beginning August 31, 2026. Travel may also be required.
First Consideration Notice
First consideration will be given to those applicants that apply within the first 14 days.
Minimum Entrance Requirements
Applicants must have at least (A) two years of full‑time, or equivalent part‑time, professional, administrative or managerial experience in business administration, business management or public administration, with major duties involving program management, program administration, program coordination, program planning and/or program analysis; or (B) any equivalent combination of experience and the substitutions below.
Substitutions
I. A bachelor's or higher degree with a major in business administration, business management or public administration may be substituted for the required experience.
II. A bachelor'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.
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.
Equal Opportunity / Affinity Statement
An Equal Opportunity / Affinity Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
Discrimination Statement
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 do not meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.
Questions
Questions regarding this position or the application process should be directed to Dawn.E.DeRoche@mass.gov.
#J-18808-Ljbffr