Customer Service Representative IV – Martha's Vineyard

Commonwealth of Massachusetts•Edgartown, MA

15d•Onsite

About The Position

This position involves interpreting and implementing RMV rules, regulations, policies, and procedures for daily activities and overseeing operations at a Branch Office. The role requires providing top-notch customer service, leading the team by example, and ensuring the quality and timeliness of work. Responsibilities include supervising subordinate personnel, coaching and mentoring clerks, maintaining efficient workflow, and adjusting personal activities based on workload changes. The role also assists with office support tasks like tracking inventories, ordering supplies, and handling deposits. Additionally, the Customer Service Representative IV assists the District Manager, communicates with MassDOT enterprise service areas regarding facility and security issues, and is expected to perform duties of lower levels (I, II, III) including issuing licenses, identification cards, and registrations, using various equipment, operating computer systems, maintaining confidentiality, reviewing reports, covering cashier duties, preparing and amending title and registration records, conducting research, providing information to the public, assessing customer forms and documents, authorizing or denying sales tax exemptions, receiving and reconciling revenue, and assisting customers with reporting and eligibility requirements.

Requirements

At least (A) four years of full-time or equivalent part-time, experience in a position which included public contact/customer service experience dealing with the public in-person or by phone providing information about services/programs, explaining laws, rules, regulations/procedures or resolving problems.
One year of this experience must have involved cash handling and collecting money/making change.
Of which at least one year must have been in a supervisory capacity.
Ability to travel to various MassDOT facilities across the Commonwealth.
Must agree to and successfully satisfy 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.
Must agree to and successfully satisfy an employment reference check.
Must agree to and successfully satisfy a satisfactory review of his/her driving record.

Nice To Haves

A Bachelor's or higher degree may be substituted for one (1) year of the required experience.

Responsibilities

Interpret, monitor, and implement RMV rules, regulations, policies, and procedures for carrying out daily activities and oversee operations at Branch Office and open/close the branch as needed.
Provide top notch Customer Service to RMV Customers and lead the team by example.
Ensure that completed work for the Branch Office meets standards of quality and timeliness.
Supervise subordinate personnel including delegating assignments, training, monitoring, and evaluating performance.
Coach, mentor and assist all clerks in the branch to ensure each reaches maximum proficiency and provide excellent customer services to RMV customers.
Maintain efficient workflow by evaluating production and revising processes and work assignments.
Adjust your own activities and priorities according to changes in workload, team member absences, and to enable team members to take appropriate breaks. Provide input regarding work plans, schedules, and daily operations.
Assist in office support tasks such as tracking inventories, ordering supplies, and handling deposits.
Assist the District Manager with operations at branch offices, filling in when the Branch Manager is not available.
Communicate with appropriate MassDOT enterprise service areas to address workplace facility and security issues.
Issue licenses, identification cards, and motor vehicle registrations.
Use computer terminals, vision instruments, automatic testing devices, and other equipment.
Operate computer equipment to create, retrieve, review, change or update driver/vehicle/business information.
Ensure appropriate confidentiality and security of information.
Review reports for compliance with state and federal guidelines.
Cover the cashier's duties of the branch and close the office for the day, when needed.
Prepare forms and other documents related to licenses, registrations, identification cards, and receipts for titles.
Amend title and registration records.
Conduct research for additional information from third parties (other states, state agencies, etc.) to complete transactions.
Provide information to the public regarding Registry of Motor Vehicles guidelines, requirements, and procedures in-person and on the phone.
Assess that customers have the correct forms/applications, supporting documents, and acceptable payment.
Return improper or incomplete forms or documents to the applicant explaining reasons for rejection and steps necessary to complete forms/applications.
Provide technical assistance and guidance on tax exemption issues.
Authorize or deny sales tax exemptions for motor vehicles at the time of registration, based on evaluation of documentation and knowledge of both Registry of Motor Vehicles and Department of Revenue rules.
Receive revenue for licenses, registrations, titles, sales tax, and other fees and maintain records and accounts of all financial transactions in ATLAS/Imaging system.
Reconcile financial receipts and prepare daily bank deposits and work reports for designated branch office.
Make periodic daily collections of revenue from the clerical personnel at the public counter and reconcile accounts.
Assist customers with reporting, eligibility, and compliance requirements; appropriate processes to follow, information to process and actions to take in accordance with standard procedures.
Inquire with customers, as needed, to determine appropriate service; explain additional information or action required when customer fails to meet license or operating requirements.
Perform research, analysis, and judgment to determine an appropriate course of action to provide the public with the full range of services available.