Customer Service Representative II - International Registration Plan

Commonwealth of Massachusetts • Quincy, MA

12h • $60,725 • Hybrid

About The Position

The Massachusetts Department of Transportation (MassDOT) is seeking a Customer Service Representative II for the International Registration Plan (IRP) department. This role involves assisting the public with various IRP-related transactions, including registrations, title transactions, and understanding USDOT status and IRP Trip Permits. The position requires excellent communication skills to handle inquiries via phone, email, and in person, as well as the ability to explain IRP policies, procedures, and fees. The representative will also assist other internal and external departments, potentially requiring travel to various MassDOT facilities. A key responsibility includes being a Subject Matter Expert on the ATLAS system and monitoring daily reports to support service centers and business partners.

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.
• Applicants 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.
• Ability to travel and work fully in an office setting.

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.
• 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.

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