Customer Service Representative I, RMV - Metro

Commonwealth of Massachusetts • Boston, MA

14h • Onsite

About The Position

The Massachusetts Department of Transportation (MassDOT) is seeking a Customer Service Representative I for the Registry of Motor Vehicles (RMV) in the Metro region. This role involves interacting with customers to address inquiries and complaints, issuing licenses, identification cards, and motor vehicle registrations. The representative will communicate with various contacts, utilize computer systems and specialized equipment for data management and testing, and ensure the confidentiality and security of information. Responsibilities also include reviewing reports for compliance, handling fees and transactions, maintaining filing systems, and assisting other agencies and customers with problem resolution and information regarding RMV guidelines and procedures. The role also involves assessing customer readiness, directing them to appropriate services, and ensuring they have the correct documentation and payment, returning incomplete forms with explanations and providing assistance in completing applications.

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.
• 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.

Nice To Haves

• 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.

Benefits

• Outstanding suite of employee benefits that add to the overall value of your compensation package.
• Work experience that supports you, your loved ones, and your future.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree