Licensure Call Center Representative

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. We encourage you to apply and identify your strengths in these areas.

The Call Center Representative is an integral part of the Office of Educator Licensure (OEL), processing telephonic, fax and “ticket” notifications, and requests for Licensure stakeholders and districts. The Call Center Representative utilizes organizational and communication skills, knowledge of licensure requirements, and collaborative interactions with stakeholders to facilitate efficient and timely requests.

The Call Center Representative focuses on providing technical assistance and relevant information to callers to assist them in having pertinent information essential to obtain appropriate licensure for working as an educator in Massachusetts. The Call Center Representative works primarily by telephone using ELAR to ensure that all necessary information is received so that an optimal review can be conducted in a timely fashion. The Call Center Representative demonstrates an understanding of licensure requirements and department goals.

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.
• Obtains accurate information from educators and prospective educators by answering telephone calls and asking relevant questions.
• Determines eligibility by comparing information to licensure requirements.
• Informs educators and prospective educators by explaining procedures; answering questions; providing information.
• Performs related duties as required such as general office functions including but not limited to processing (opening, sorting and scanning) mail and modifying applications such as performing name and credential changes.

o Verify eligibility, collect demographic and pertinent information, and document results in the computer system
o Build cases in the computerized licensure record using information gathered from faxes and/or phone calls
o Document information using department standards of documentation
o Communicate with callers regarding any necessary decision data.
o Assign accurate information in educators and prospective educators files, and update when applicable.
o Communicate with OEL to ensure appropriate information is being disseminated.
o Manage workload within regulatory requirements and mandated timeframes for processing applications and renewals
o Handle confidential information consistent with department policies and regulatory requirements
o Assist in refinement and implementation of unit workflows to enhance efficiency and support unit/department goals
o Assist implementation of all processes and programs in accordance with business plans to provide quality customer service to all customers.
o research required information using available resources
o provide educators and prospective educators with accurate information
o enter new educators and prospective educators information into system
o route calls to appropriate resource, if/when the call requires
o provide follow up to educators and prospective educators calls where necessary
o 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:

o Excellent Attendance & Punctuality
o Must be comfortable working in a high volume & fast paced call center environment
o Must be able to answer calls/faxes, inquiries & requests with a sense of urgency
o Superb attention to details & be able to meet deadlines
o Customer service training or previous Call Center experience
o Knowledge in Licensure Terminology, strongly preferred
o Knowledge of customer service principles and practices
o Strong communication, telephone & writing skills
o Previous experience in a medical/clinical setting, preferred
o 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. This position is currently expected to work in-person two days per week, increasing to three assigned days per week in-person beginning August 31, 2026. Travel may also be required.

Questions regarding this position or the application process should be directed to Dawn.E.DeRoche@mass.gov.