Customer Service Representative I, Rmv

About MassDOT

An agency on the move, the Massachusetts Department of Transportation (MassDOT) takes great pride in connecting the Commonwealth’s residents and communities. Powered by a growing data-analytics discipline – and working in conjunction with municipalities, public agencies, and the private sector – we’re finding new ways to improve the Bay State’s transportation infrastructure.

MassDOT is responsible for developing, implementing, and coordinating transportation policies and projects for the Commonwealth of Massachusetts and to efficiently plan, design, construct, and maintain a safe statewide transportation system which effectively meets the transportation needs of the Commonwealth.

MassDOT’s divisions include Highway, Aeronautics, Registry of Motor Vehicles, Rail & Transit, and Planning & Enterprise Services. There are approximately 3,600 employees across the organization.

Duties and Responsibilities

• Returns improper or incomplete forms or documents to the applicant explaining reasons for rejection and steps necessary to complete forms/applications.
• Operates computer terminals with photo imaging software.
• Assists customers with problem resolution.
• Amends title and registration records.
• Administers vision tests in accordance with agency policy.
• Ensure appropriate confidentiality and security of information.
• Assess that customers have the correct forms/applications, supporting documents, and acceptable payment.
• Interacts with customers to respond to inquiries and complaints.
• Operates computer equipment to create, retrieve, review, change or update driver/vehicle/business information.
• Provides information to the public regarding Registry of Motor Vehicles guidelines, requirements, and procedures in-person and on the phone.
• Reviews reports for compliance with state and federal guidelines.
• Collects fees (cash or check) and performs credit card transactions.
• Issues licenses, identification cards and motor vehicle registrations.
• Directs customers to Kiosks and other automated services where appropriate.
• Conducts research for additional information from third parties (other states, state agencies, etc.) to complete transactions.
• Reconciles receipts with revenue control documents.
• Assists other state and local agencies with Registry of Motor Vehicle information.
• Provides checklists and assistance in completing forms/applications.
• Reviews customer documents in support of transactions for accuracy and veracity.
• Maintains Registry of Motor Vehicle filing systems.
• Provided information to the public regarding Registry of Motor Vehicle guidelines, requirements, and procedures in-person and on the phone.
• Uses computer terminals, vision instruments, automatic testing devices and other equipment.
• Communicates with internal and external contacts through a variety of means such as telephone, mail, e-mail, fax, or in-person.
• Prepares forms and other documents related to licenses, registrations, identification cards and receipts for titles.
• Schedules road examinations.
• Greets customers, determines customer’s purpose, assesses readiness, and directs them to the appropriate line.

Please be advised that the starting salary is $45,395.59 salary, which is non-negotiable. Once employed, there is an opportunity for anniversary increases.

This position is in the Southeast Region, which includes the below Service Centers:

• Brockton
• Taunton
• Plymouth
• Attleboro
• New Bedford
• Martha’s Vineyard
• South Yarmouth
• Fall River
• Nantucket

Successful candidate will work the following hours in one of the above listed Service Centers. 8:45 a.m. - 5:00 p.m.

Pre‐Hire Process

Upon a conditional offer of employment, applicants must agree to and successfully satisfy: (i) 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; (ii) an employment reference check, and (iii) a satisfactory review of his/her driving records to be eligible for this position.