Customer Service Representative II - International Registration Plan

Commonwealth of Massachusetts • Quincy, MA

20d • Onsite

About The Position

This position involves providing customer service related to the International Registration Plan (IRP). Responsibilities include cashiering, assisting the public with IRP matters such as applications, registration and title transactions, and handling USDOT status and IRP Trip Permits. The role requires responding to inquiries, resolving complaints, and assisting various internal and external departments. A key aspect of the job is acting as a Subject Matter Expert on the ATLAS system, explaining IRP policies, procedures, and fees, and monitoring the IRP E-services daily report. The position is based in an office setting and may require travel to various MassDOT facilities across the Commonwealth.

Requirements

• At least two years 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.
• Ability to understand, explain and apply the laws, policies and procedures governing assigned unit activities.
• Ability to work accurately with names, numbers, codes and/or symbols.
• Ability to perform arithmetical computations with speed and accuracy.
• Ability to gather information by examining records and documents.
• Ability to assemble items of information according to established procedures.
• Ability to maintain accurate records.
• Ability to read, write and comprehend the English language.
• Ability to follow oral and written instructions.
• Ability to communicate effectively in oral expression.
• Ability to establish and maintain harmonious working relationships with others.
• Ability to establish rapport with others.
• Ability to deal tactfully with others.
• Ability to exercise discretion in handling confidential information.
• Ability to exercise sound judgment.
• Ability to type.
• Ability to travel and work fully in an office setting.
• 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

• Knowledge of the standard procedures and methods followed in handling and recording cash.
• Knowledge of basic arithmetic including addition, subtraction, multiplication, and division.

Responsibilities

• Cashiering and end of day closing for all staff members, cross training to help IRP dept.
• Assisting the supervisor and manager with telephone, in person or email and letter correspondences from the public.
• Assist the public in all IRP matters including applying for IRP Registrations, Registration and Title transactions (RTA), Carriers with USDOT status and IRP Trip Permits.
• Respond to inquiries via IRP email, phone calls, resolve complaints or escalate appropriately to management.
• Assist in various internal and external depts. requiring travelling to such; as Service Centers, Mail In Reg, Titles, CAB, Section V, Special Plates, IPM, FID, ELT, Moped, EVR, NMVHTIS with transactions and services.
• Knowledge on Atlas system and explaining IRP policies, procedures, and fees.
• Subject Matter Expert on ATLAS related topics.
• Monitor the IRP E-services daily report and assist service centers and business partners.

Benefits

• Opportunity for anniversary increases
• 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: Mid Level
• Education Level: No Education Listed