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 $55,603.77 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 ea