Customer Service Representative I, Truck Safety

Position Summary

Incumbent in this position functions as the provider of support to customers using the truck safety certification application, and the business user of that application.  The Act to Reduce Traffic Fatalities mandates that all registered motor vehicles, trailers, semi-trailers, or semi-trailer units classified as Class 3 or above by the Federal Highway Administration, with a gross vehicle weight rating of 10,001 pounds or more, leased or purchased by the Commonwealth on or after January 1, 2023, or operated under a contract with the Commonwealth on or after January 1, 2025, must be equipped with specified truck safety devices. 

Duties and Responsibilities

• Assist customer over phone or email with system usage (account set up, upload and download issues, ETA).
• Familiarizes themselves and learns how to use the Service Now system which has the application they will be working within.
• Checks that certification requests from customers are valid and all the right steps have been followed and required documents uploaded.
• Communicate with customers via phone/email to explain what is needed to be fixed in application if errors are found.
• Works on work items and cases assigned in the service now application.
• Reviews and evaluates recommendations for waivers that have been submitted and decides with supervisor if they should be escalated.
• Communicate with collaborators in other state agencies to clarify questions.
• Takes action in system e.g. approval/denial/cancellation based on information submitted.
• Lookup ATLAS/VIN decoder to validate or correct vehicle information.
• Coordinate with service now team to open tickets if needed for system fixes.
• Answer queries for collaborators in other agencies.
• Runs reports in the service now application to provide to leadership and other stakeholders.
• Prepares case review documents as requested for others to review.
• Escalates issues to supervisor and seeks help as needed.
• Assists other departments as workload permits.
• Assists in covering department if supervisor is out.

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 inclusive 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.   

This requisition will remain open until filled; however, first consideration will be given to those