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 desktop and web-based tools, including terminal access to legacy systems, to support knowledge management, policy review, and customer fulfillment.

• 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 $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.

Substitution

A Bachelor's degree may be substituted for the required experience.

• 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 requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

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 desktop and web-based tools, including terminal access to legacy systems, to support knowledge management, policy review, and customer fulfillment. 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 $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 Mass. DOT The 4,000 employees of Massachusetts Department of Transportation (Mass. DOT) take great pride in connecting the Commonwealth’s residents and communities. Mass. DOT 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 Mass. DOT’s culture and career opportunities can be found at mass.gov/massdot-careers. Mass. DOT’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

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