Customer Service Representative I, RMV - Contact Center

​​​​Position Summary

Provides customer service as a Customer Service Representative.

Performs related duties such as booking registration and license appointments, booking road exams, citation payments, and other clerical duties requiring a moderate degree of decision and general knowledge of the functions of the Registry of Motor Vehicles; performs related work as required.

Duties and Responsibilities

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

• Responsible for retaining, either by memory or use of agency information manuals and or computer software, all information pertaining to agency rules and regulations, policies, procedures and agency functions and branch location.
• Ability to accurately and intelligently explain rules, regulations, policies, procedures and agency functions.
• Answers telephone calls and provides routine information concerning agency services according to established procedures.
• Ensure that customer service is provided in a timely, professional, efficient and courteous manner.
• Answer inquiries relative to laws, rules, regulations, policies and procedures governing agency services. 
• Answer incoming phone lines with the use of headset and desk top application in conjunction with an automatically distributor (ACD) to assist customers.
• Use a desktop application with a RUMBA connection to a Knowledge Management and Policy Browser and customer fulfillment application.
• Develop a thorough knowledge and use of the ATLAS screens and their functions.
• Perform a variety of credit card transactions.
• Book road test for class A, B, C, D, M and competency applicants. 
• Service and handle various inter and intra complex questions with complete resolution for various title and registration transactions that we provide.
• Provide citation information and limited suspensions resolution.
• Provide Licensing information to customers.
• Override transaction and processing.
• Performs miscellaneous job-related duties.

Please be advised that the starting salary is $52,396.68, 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 w