Licensing & Customer Service Specialist

​​​​​​The new address of this position will be 1 Federal Street, Boston, MA 02110 in 2025.

The non-negotiable annual salary for this position is $52,939.90 (NAGE Unit 1, Grade 15A, Step 1).

About the Organization:

The Division of Occupational Licensure (DOL), an agency within the Office of Consumer Affairs and Business Regulation (OCABR), protects consumers by making sure the professionals they hire comply with state licensing laws. DOL oversees 26 boards of registration, which license and regulate more than 500,000 individuals and businesses to practice over 100 trades and professions. DOL also licenses and regulates the Office of Public Safety and Inspections (OPSI), and the Office of Private Occupational School Education (OS).

The mission of DOL is to protect the public health, safety and welfare by licensing qualified individuals and businesses to provide services to consumers. In addition, it is the duty of the DOL to ensure fair and consistent enforcement of the licensing laws and regulations. DOL seeks to promote consumer protection, a fair and competitive marketplace, and education and outreach.

The Division of Occupational Licensure 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 Division of Occupational Licensure 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:

The Licensing & Customer Support Specialist (Office Support Specialist I) provides administrative support to all boards of registration housed within the Division of Occupational Licensure, but with a primary focus on the Office of Public Safety Licensing Unit, which manages all of the Public Safety licensing for the agency. Primary responsibilities and duties include: answering phones; opening and responding to mail and e-mail; processing license applications and renewals; filing or scanning documents; serving as the primary customer service representative for inquires referred to OPSI Licensing from the DOL Welcome Center; as assigned, working in DOL’s Welcome Center and providing customer service and in-person support to visitors to DOL’s Boston office; and other office and administrative tasks or projects. The Specialist may perform other duties, as assigned, based on the operational needs of the Agency.

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

• Process license applications, including logging and notifying applicants of their application status and/or preparing the application for board review. Input and download data necessary for issuing a license, when appropriate.
• Provide administrative support to, and processes all OPSI license types by issuing licenses for, all OPSI boards and programs, including, but not limited to, Construction Supervisor, Hoisting Engineers, Security Systems, Elevator Mechanics and Operators, Amusement Devises, and licenses issued by the Bureau of Pipefitters, Refri