Customer Service Representative I, RMV - Central

Commonwealth of Massachusetts•Worcester, MA

14h•Onsite

About The Position

This position is responsible for interacting with customers to respond to inquiries and complaints, issuing licenses, identification cards, and motor vehicle registrations. The role involves communicating with internal and external contacts via various methods, using computer terminals and other equipment to administer tests and manage driver/vehicle/business information, and ensuring the confidentiality and security of information. Responsibilities also include reviewing reports for compliance, collecting fees, reconciling receipts, operating computer terminals with photo imaging software, scheduling road examinations, preparing and amending title and registration records, maintaining filing systems, reviewing customer documents for accuracy, conducting research, assisting other agencies, and resolving customer problems. The representative will provide information on Registry of Motor Vehicle guidelines, greet customers, determine their needs, and direct them to the appropriate services, including kiosks and automated systems. They will also assess customer readiness, ensure correct forms and payment, and assist with form completion.

Requirements

One year of full-time or equivalent part-time, experience in a position, the major duties of which included, cash handling and working directly with clients or customers; or experience providing information to clients, customers or the general public on services, procedures and requirements, which included entering or retrieving data using computer systems.
Must agree to and successfully pass a background check of criminal justice information and satisfactory review of driving record to be eligible for this position.
Upon a conditional offer of employment, applicants must agree to and successfully satisfy: (i) a comprehensive name-based and fingerprint-based background check of his/her state and federal criminal history records information from all U.S. states, the District of Columbia and certain U.S. Territories and from some foreign nations; (ii) an employment reference check, and (iii) a satisfactory review of his/her driving records to be eligible for this position.

Nice To Haves

This position may require the ability to travel to various MassDOT facilities across the Commonwealth.

Responsibilities

Interact with customers to respond to inquiries and complaints.
Issues licenses, identification cards and motor vehicle registrations.
Communicates with internal and external contacts through a variety of means such as telephone, mail, e-mail, fax or in-person.
Uses computer terminals, vision instruments, automatic testing devices and other equipment.
Administers vision tests in accordance with agency policy.
Operates computer equipment to create, retrieve, review, change or update driver/vehicle/business information.
Ensure appropriate confidentiality and security of information.
Reviews reports for compliance with state and federal guidelines.
Collects fees (cash or check) and performs credit card transactions.
Reconciles receipts with revenue control documents.
Operates computer terminals with photo imaging software.
Schedules road examinations.
Prepares forms and other documents related to licenses, registrations, identification cards and receipts for titles.
Amends title and registration records.
Maintains Registry of Motor Vehicle filing systems.
Reviews customer documents in support of transactions for accuracy and veracity.
Conducts research for additional information from third parties (other states, state agencies, etc.) to complete transactions.
Assists other state and local agencies with Registry of Motor Vehicle information.
Assists customers with problem resolution.
Provided information to the public regarding Registry of Motor Vehicle guidelines, requirements and procedures in-person and on the phone.
Greets customers, determines customer’s purpose, assesses readiness, and directs them to the appropriate line.
Directs customers to Kiosks and other automated services where appropriate.
Assess that customers have the correct forms/applications, supporting documents, and acceptable payment.
Returns improper or incomplete forms or documents to the applicant explaining reasons for rejection and steps necessary to complete forms/applications.
Provides checklists and assistance in completing forms/applications.