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 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.

Position Type:

Full-time/Exempt. Our current hybrid model includes some remote days for most positions.

Salary:

$ 82,380

Location:

Boston

The application deadline for this posting 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 accommodation. For assistance, contact the Human Resources Division at (617) 963-2932.

Inquiries regarding position & status may be made to: Melissa Armstrong, Managing Administrative Assistant Consumer Advocacy and Response Division (617) 963-2481

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.