State of Massachusetts Customer Service Rep I, RMV - Contact Center in Quincy, Massachusetts

About MassDOT

At MassDOT, transportation is not about roads and bridges, or trains and buses – it is about people. Our mission begins with customers - individuals, businesses, municipalities, and regional transit agencies. We support programs and projects that deliver a high return on investment. We partner with municipalities, public agencies, and private sector businesses. MassDOT supports the economic, quality of life, and environmental goals of the Commonwealth.

Position Summary

Provides customer service as a Customer Service Representative.

Performs related duties such as 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.

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 ALARS screen 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.

Override transaction and processing.

Performs miscellaneous job related duties.

If you have any questions regarding this position, please contact Felis DePina, Human Resource Generalist, at 857-368-8516.

This requisition will remain open until filled; however, first consideration will be given to those applicants that apply within the first 14 days.

Minimum Entrance Requirements:

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.

Applicants must agree to and successfully pass a background check of criminal justice information and satisfactory review of driving record to be eligible for this position.

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. state, 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.


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

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

For purpose of bargaining unit designation, Unit 1 is equivalent to MassDOT Unit A.

Job: *Administrative Services

Organization: *Massachusetts Department of Transportation

Title: Customer Service Rep I, RMV - Contact Center

Location: Massachusetts-Quincy - 25 Newport Ave Ext

Requisition ID: 180002D9