Consumer Specialist Internship/Work Study
Position Title: Consumer Specialist
Reports to: Director of Community Dispute Resolution, MetroWest Mediation Services
Location: MetroWest Mediation Services, 220 North Main St. #106 Natick MA 01760
Hours Desired: 6-12 hrs/week, 2-3 non-consecutive days; Must commit to Monday and/or Wednesday afternoon (11:30 am - 3:30 pm - some flexibility) in our office in Natick
Position Summary
The MetroWest Mediation Services Local Consumer Program (LCP) is a program designed to effectively resolve consumer complaints with businesses. We are a part of a state-wide network of LCPs who work in cooperation with the Massachusetts Attorney General’s Office. We provide free and voluntary resolution services on behalf of consumers when they have a dispute or problem with a business. We also provide consumer protection information and resources to enrich the community. The work-study student/Intern will be a Consumer Specialist.
Key Responsibilities and Duties:
· Consumer Specialists are responsible for a caseload of consumer complaints received from the Attorney General’s Office, typically between 5-20 cases at any given time.
· Conduct consumer assistance and dispute resolution services on the telephone to resolve individual consumer complaints
o Monitoring/Responding to correspondences sent from either consumer or business, including any other agencies involved.
· Keep detailed case notes immediately and contemporaneously as each case progresses.
· Provide consumer information, resources, education and assistance to the public, referrals to legal aid resources and or governmental agencies.
· Update the OnBase database of assigned cases daily
· Check for newly assigned cases every work day
· Research business background and applicable local, state and federal laws for each case
· Additional tasks as needed
Required Qualifications:
· Commitment to a schedule of at least 8 hours/week over 2 non-consecutive days
· Keep an accurate record of your hours and sign in/out for each time period worked
· Follow through with scheduled hours and give advance notice if you must be absent or away on scheduled work days
· Follow all MetroWest Confidentiality and Security Protocol policies and AGO requirements
· Ensure timely follow-up to all inquiries and meetings
· Dress in appropriate office attire and be punctual
Preferred Qualifications:
· Positive attitude
· Willingness to learn
· Interest in the field of dispute resolution
· Curious and non-judgmental
· Career oriented with a good sense of how acquired skills could be used in service of future goals
Additional Information:
Salary Range: $14.25/hr. for Work Study or Internship for academic credit
Classification: Student
Source of Funding: Federal Work Study