SUPERVISING CONSUMER SPECIALIST (Utilities) | Consumer Advocacy & Response Division

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Attention applicants: Do not apply for this position via the MassCareers website. Your application will not be received.

To apply, follow the link below to the Attorney General's Office direct application page.

www.mass.gov/ago/employment.

SUPERVISING CONSUMER SPECIALIST (Utilities)

PUBLIC PROTECTION AND ADVOCACY BUREAU

CONSUMER ADVOCACY AND RESPONSE DIVISION

Attorney General Andrea Joy Campbell is looking for a highly motivated and experienced consumer advocate to serve as a Supervising Consumer Specialist to lead the utilities team in the Consumer Advocacy and Response Division (CARD). CARD receives and reviews complaints, advocates on behalf of Massachusetts consumers, and implements settlements entered into by the Attorney General's Office (AGO) in various areas relating to the Office's consumer protection efforts, including utilities, debt collection, mortgage lending and servicing, housing, automobile sales and lending, and professional services. The Division also provides referrals and other assistance to consumers, performs research, engages in community outreach, and participates in public education trainings.

Primary Duties: The Supervising Consumer Specialist will lead CARD's utilities team which is responsible for the review, investigation and resolution of consumer complaints related to utility matters such as utility billing, rates, and service-related disputes. Job duties include:

• Supervise a team of 2-5 consumer specialists, co-op students, and interns.
• Review and assign utility-related consumer complaints, manage team workflow, foster team collaboration, and serve as a training and information resource for CARD's utilities team.
• Identify and track complaint trends and report unfair or deceptive business practices to CARD management and internal stakeholders.
• Maintain productive relationships with merchants, local consumer programs, legal services organizations, and government partners.
• Provide individualized assistance in response to actionable consumer complaints.
• Maintain up-to-date and accurate electronic records in the AGO case management database.
• Build an in-depth understanding of a wide spectrum of consumer rights statutes and regulations across multiple subject areas in addition to utilities.
• Assist with special projects and community engagement events.
• Other duties as assigned by CARD management.

Position Type: Full-Time/Exempt. Our current hybrid model includes some remote workdays for most positions. On in-office days, employees are required to report to one of our designated office locations, either in Boston or at a regional office.

Salary: $82,380

To apply for this position: Please visit the Employment and Recruitment Portal of the Attorney General's Office at BambooHR and apply directly. Applications submitted via MassCareers website are not received.

You will be asked to submit a cover letter and resume when applying for this position. The application deadline is October 8, 2026 at 5:00 PM (ET) .

Qualified individuals with disabilities are encouraged to apply. We will gladly assist applicants in need of an accommodation. For assistance, contact the Human Resources Division at (617) 963-2932.

Do not select MassCareers "apply online" option to apply for this position. Applications submitted via this MassCareers website are not received by our Office.

Inquiries regarding position & status may be made to:

Melissa Armstrong, Managing Administrative Assistant

Consumer Advocacy and Response Division

(617) 963-2481

'',''!*!

Attention applicants: Do not apply for this position via the MassCareers website. Your application will not be received.

To apply, follow the link below to the Attorney General's Office direct application page.

www.mass.gov/ago/employment.

SUPERVISING CONSUMER SPECIALIST (Utilities)

PUBLIC PROTECTION AND ADVOCACY BUREAU

CONSUMER ADVOCACY AND RESPONSE DIVISION

Attorney General Andrea Joy Campbell is looking for a highly motivated and experienced consumer advocate to serve as a Supervising Consumer Specialist to lead the utilities team in the Consumer Advocacy and Response Division (CARD). CARD receives and reviews complaints, advocates on behalf of Massachusetts consumers, and implements settlements entered into by the Attorney General's Office (AGO) in various areas relating to the Office's consumer protection efforts, including utilities, debt collection, mortgage lending and servicing, housing, automobile sales and lending, and professional services. The Division also provides referrals and other assistance to consumers, performs research, engages in community outreach, and participates in public education trainings.

Primary Duties: The Supervising Consumer Specialist will lead CARD's utilities team which is responsible for the review, investigation and resolution of consumer complaints related to utility matters such as utility billing, rates, and service-related disputes. Job duties include:

• Supervise a team of 2-5 consumer specialists, co-op students, and interns.
• Review and assign utility-related consumer complaints, manage team workflow, foster team collaboration, and serve as a training and information resource for CARD's utilities team.
• Identify and track complaint trends and report unfair or deceptive business practices to CARD management and internal stakeholders.
• Maintain productive relationships with merchants, local consumer programs, legal services organizations, and government partners.
• Provide individualized assistance in response to actionable consumer complaints.
• Maintain up-to-date and accurate electronic records in the AGO case management database.
• Build an in-depth understanding of a wide spectrum of consumer rights statutes and regulations across multiple subject areas in addition to utilities.
• Assist with special projects and community engagement events.
• Other duties as assigned by CARD management.

Position Type: Full-Time/Exempt. Our current hybrid model includes some remote workdays for most positions. On in-office days, employees are required to report to one of our designated office locations, either in Boston or at a regional office.

Salary: $82,380

To apply for this position: Please visit the Employment and Recruitment Portal of the Attorney General's Office at BambooHR and apply directly. Applications submitted via MassCareers website are not received.

You will be asked to submit a cover letter and resume when applying for this position. The application deadline is October 8, 2026 at 5:00 PM (ET) .

Qualified individuals with disabilities are encouraged to apply. We will gladly assist applicants in need of an accommodation. For assistance, contact the Human Resources Division at (617) 963-2932.

Do not select MassCareers "apply online" option to apply for this position. Applications submitted via this MassCareers website are not received by our Office.

Inquiries regarding position & status may be made to:

Melissa Armstrong, Managing Administrative Assistant

Consumer Advocacy and Response Division

(617) 963-2481

'',''!*!

Position Requirements:

• A bachelor's degree or equivalent experience is required. Preference will be given to those with a J.D. from an accredited law school.
• Experience in individual consumer advocacy, mediation, or intake-related services in a legal, government, or non-profit setting.
• Proven record of sound judgment and decision making.
• Must be able to work independently and in a team environment.
• Must be able to work with multiple deadlines across a variety of projects.
• Experience overseeing and supporting the work of others is required.
• Interpersonal, organizational, program planning, and analytical skills are required.
• Customer service skills are required.
• Effective writing skills and reading comprehension are required.
• Proficiency with Microsoft Office Suite and proficiency using a database is required.
• Demonstrated experience working with diverse populations.
• The ability to speak and understand Spanish, Portuguese, Haitian Creole, or Chinese (Mandarin or Cantonese) is a plus.

The successful candidate will be able to demonstrate a connection to the people and communities we serve and an interest in supporting a respectful and inclusive work environment.

The Attorney General's Office is an Equal Opportunity Employer. As the representative of the Commonwealth and its residents, the Attorney General's Office strives to ensure that those working in our office reflect the diversity of the communities we serve. The Office encourages applicants from a broad spectrum of backgrounds to apply for positions.

Do not select MassCareers "apply online" option. Any automated message generated by the Commonwealth of Massachusetts MassCareers website does not apply to posted positions at the Attorney General's Office. You must apply directly at: www.mass.gov/ago/employment.

'',''!*!

Position Requirements:

• A bachelor's degree or equivalent experience is required. Preference will be given to those with a J.D. from an accredited law school.
• Experience in individual consumer advocacy, mediation, or intake-related services in a legal, government, or non-profit setting.
• Proven record of sound judgment and decision making.
• Must be able to work independently and in a team environment.
• Must be able to work with multiple deadlines across a variety of projects.
• Experience overseeing and supporting the work of others is required.
• Interpersonal, organizational, program planning, and analytical skills are required.
• Customer service skills are required.
• Effective writing skills and reading comprehension are required.
• Proficiency with Microsoft Office Suite and proficiency using a database is required.
• Demonstrated experience working with diverse populations.
• The ability to speak and understand Spanish, Portuguese, Haitian Creole, or Chinese (Mandarin or Cantonese) is a plus.

The successful candidate will be able to demonstrate a connection to the people and communities we serve and an interest in supporting a respectful and inclusive work environment.

The Attorney General's Office is an Equal Opportunity Employer. As the representative of the Commonwealth and its residents, the Attorney General's Office strives to ensure that those working in our office reflect the diversity of the communities we serve. The Office encourages applicants from a broad spectrum of backgrounds to apply for positions.

Do not select MassCareers "apply online" option. Any automated message generated by the Commonwealth of Massachusetts MassCareers website does not apply to posted positions at the Attorney General's Office. You must apply directly at: www.mass.gov/ago/employment.

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