Job Description

　　About the Organization:

　　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 230 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 Department of Telecommunications and cable 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.

　　About the Role:

　　This intern position runs from January 2, 2024 to June 28, 2024. Must be enrolled in an undergraduate or graduate degree program.

　　Duties and Responsibilities:(these duties are a general summary and not all inclusive):

　　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.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 Knowledge, Skills, and Abilities:

　　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.

　　Qualifications

　　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.