The Department of Telecommunications and Cable (DTC) is a state regulatory agency with oversight of the telecommunications and cable industries in Massachusetts, which includes 368 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 Regulatory Specialist Intern staffs the Department of Telecommunications and Cables’ Consumer Hotline. The primary focus of the Regulatory Specialist Intern is to help, investigate, and resolve disputes which involve telecom and cable providers; review billing and required notices; and document accurate records of complete investigations in the Division’s database.

Applicants must be enrolled as an undergraduate college student.

The specific roles entail but are not limited to:

• Responding to incoming telephone calls, emails and written correspondence.
• Utilizing the Department’s tracking database to enter relevant data related to case investigation work, including the creation of a written case summary
• Mediating disputes between customers and their service providers.
• Developing the ability to understand and explain federal and state laws, regulations and rules applicable the telecommunications and cable industries.
• Preparing memos and reports on relevant policy issues and complaint trends.
• Researching and assessing the technological changes impacting the telecommunications network as well as national issues addressed by our federal counterpart, the Federal Communications Commission.
•  Participating in consumer education outreach activities allowing for the opportunity to directly interact with the public.

Qualifications

• 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 oral), interpersonal and organizational skills.
• Ability to successfully manage multiple tasks.
• Ability to comprehend, analyze, summarize, and assess consumer complaints records relating to a wide variety of quality of service and billing issues.
• Current working knowledge of Microsoft Suite and Windows required.
• Spanish language skills preferred, but not required.

Public Transportation:

MBTA Orange, Silver and Red Lines.

Hours Worked/Compensation:

37.5 hours per week July-December 2017.  $15.00 per Hour

Primary Location:

United States-Massachusetts-Boston – 1000 Washington St

Salary:

$15.00/hour