Customer Service Representative I, RMV - Section V

Position Summary

Incumbents of positions in this series confer with agency customers and the general public by telephone, in person, or in writing. Assist agency customers and the public in applying for agency programs, services, licenses, or permits; explain agency programs, services, procedures and fees; respond to inquiries; resolve complaints or refer them to appropriate staff; process applications and other documents; may enter application data into computers; may collect and record receipt of application fees.

Duties and Responsibilities

The incumbent of this position is responsible for performing the following duties:

• Provide day-to-day office support in the Section 5 Department.

• Prepare, review and process requests for Section 5 registration plates in a timely manner.

• Process requests for compliance decals by reviewing applications for completeness and accuracy, determining eligibility, and processing in a timely manner.

• Process work task in ATLAS on a daily basis.

• Process request for Dealer Re-Assignment on a daily basis.

• Provides support to all Commercial Registration Sections departments. Resolves customer situations by providing information and assistance via telephone, in person or through email regarding proper procedures and requirements for registrations.

• Provides information to the general public and law enforcement agencies via telephone, in person, or email concerning.

• Section 5 registrations.

• Process Registration and Title applications in order to issue Compliance Decals. Check applications for conformance with established guidelines, accept fees and complete required forms.

• Provide customer service in a professional, efficient and courteous manner while utilizing all available resources to resolve customer problems and inform customers of all available options.

• Answer telephones promptly and provide customers with necessary information in a supportive and helpful manner so customers can complete future transactions with the least amount of delay.

Please be advised that the starting salary is $54,513.50 which is non-negotiable. Once employed, there is an opportunity for anniversary increases.

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.

About MassDOT

The 4,000 employees of Massachusetts Department of Transportation (MassDOT) take great pride in connecting the Commonwealth’s residents and communities. 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. Information about MassDOT’s culture and career opportunities can be found at mass.gov/massdot-careers.

MassDOT’s divisions include Highway, Registry of Motor Vehicles, Aeronautics, and Rail & Transit. Headquarters (Planning & Enterprise Services) provides business and administrative support and policy leadership for each of the four (4) divisions.

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.

Current MassDOT employees should use their internal MassCareers account to apply.

All job applications must be submitted online through MassCareers to be considered.

Please provide a complete, accurate and current resume / application for MassDOT to review in order to determine if your submitted materials meet the minimum entrance requirements for the position.

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.

• For questions regarding the job posting, please email the MassDOT Talent Acquisition Team at talentacquisition@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 the ADA Coordinator, Lucy Bayard, at 857‐274‐1935.

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!

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