What are the responsibilities and job description for the Customer Service Rep I, RMV position at Mass Dept of Transportation?
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
- Interacts 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.
- Provides information to the public regarding Registry of Motor Vehicles guidelines, requirements, and procedures in-person and on the phone.
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 Central Region, which includes the below Service Centers:
- Worcester
- Southbridge
- Leominster
- Milford
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.
Minimum Entrance Requirements
This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days.
All job applications must be submitted online through MassCareers to be considered.
Applicants must have at least (A) 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.
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.
Substitutions:
A Bachelor's degree may be substituted for the required experience.
Special Requirements:
Please note that this position may require the ability to travel to various MassDOT facilities across the Commonwealth.
Comprehensive Benefits
When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
Want the specifics? Explore our Employee Benefits and Rewards!
Executive Order #595: As a condition of employment, successful applicants will be required to have received COVID-19 vaccination or an approved exemption as of their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption.
- For questions regarding the job posting, please email Heather Sweeney at heather.sweeney@dot.state.ma.us.
- For general questions regarding MassDOT, call the Human Resources Service Center at 857-368-4722.
- For a disability-related reasonable accommodation or alternative application method, call ADA Coordinator, Heather Ulesoo, at 857-851-9447.
An Equal Opportunity/Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.
