Customer Service Representative I, RMV - Metro

Duties and Responsibilities

• Interact with customers to respond to inquiries and complaints.

• Issues licenses, identification cards and motor vehicle registrations.

• Communicates with internal and external contacts through a variety of means such as telephone, mail, e-mail, fax or in-person.

• Uses computer terminals, vision instruments, automatic testing devices and other equipment.

• Administers vision tests in accordance with agency policy.

• Operates computer equipment to create, retrieve, review, change or update driver/vehicle/business information.

• Ensure appropriate confidentiality and security of information.

• Reviews reports for compliance with state and federal guidelines.

• Collects fees (cash or check) and performs credit card transactions.

• Reconciles receipts with revenue control documents.

• Operates computer terminals with photo imaging software.

• Schedules road examinations.

• Prepares forms and other documents related to licenses, registrations, identification cards and receipts for titles.

• Amends title and registration records.

• Maintains Registry of Motor Vehicle filing systems.

• Reviews customer documents in support of transactions for accuracy and veracity.

• Conducts research for additional information from third parties (other states, state agencies, etc.) to complete transactions.

• Assists other state and local agencies with Registry of Motor Vehicle information.

• Assists customers with problem resolution.

• Provided information to the public regarding Registry of Motor Vehicle guidelines, requirements and procedures in-person and on the phone.

• Greets customers, determines customer’s purpose, assesses readiness, and directs them to the appropriate line.

• Directs customers to Kiosks and other automated services where appropriate.

• Assess that customers have the correct forms/applications, supporting documents, and acceptable payment.

• Returns improper or incomplete forms or documents to the applicant explaining reasons for rejection and steps necessary to complete forms/applications.

• Provides checklists and assistance in completing forms/applications.

**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.