Customer Service Representative I, RMV - Contact Center

Commonwealth of Massachusetts•Quincy, MA

16h•$54,514•Onsite

About The Position

Provides customer service as a Customer Service Representative. Performs related duties such as booking registration and license appointments, booking road exams, citation payments, and other clerical duties requiring a moderate degree of decision and general knowledge of the functions of the Registry of Motor Vehicles; performs related work as required.

Requirements

At least 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.

Nice To Haves

A Bachelor's degree may be substituted for the required experience.

Responsibilities

Responsible for retaining, either by memory or use of agency information manuals and or computer software, all information pertaining to agency rules and regulations, policies, procedures and agency functions and branch location.
Ability to accurately and intelligently explain rules, regulations, policies, procedures and agency functions.
Answers telephone calls and provides routine information concerning agency services according to established procedures.
Ensure that customer service is provided in a timely, professional, efficient and courteous manner.
Answer inquiries relative to laws, rules, regulations, policies and procedures governing agency services.
Answer incoming phone lines with the use of headset and desk top application in conjunction with an automatically distributor (ACD) to assist customers.
Use desktop and web-based tools, including terminal access to legacy systems, to support knowledge management, policy review, and customer fulfillment.
Develop a thorough knowledge and use of the ATLAS screens and their functions.
Perform a variety of credit card transactions.
Book road test for class A, B, C, D, M and competency applicants.
Service and handle various inter and intra complex questions with complete resolution for various title and registration transactions that we provide.
Provide citation information and limited suspensions resolution.
Provide Licensing information to customers.
Override transaction and processing.
Performs miscellaneous job-related duties.