Customer Service Representative , RMV

Duties and Responsibilities

• Interact with customers to respond to inquiries and complaints.
• Issue licenses, identification cards and motor vehicle registrations.
• Communicate with internal and external contacts through telephone, mail, e‑mail, fax or in‑person.
• Use computer terminals, vision instruments, automatic testing devices and other equipment.
• Administer vision tests in accordance with agency policy.
• Operate computer equipment to create, retrieve, review, change or update driver/vehicle/business information.
• Ensure appropriate confidentiality and security of information.
• Review reports for compliance with state and federal guidelines.
• Collect fees (cash or check) and perform credit card transactions.
• Reconcile receipts with revenue control documents.
• Operate computer terminals with photo imaging software.
• Prepare forms and other documents related to licenses, registrations, identification cards and receipts for titles.
• Amend title and registration records.
• Maintain Registry of Motor Vehicle filing systems.
• Review customer documents in support of transactions for accuracy and veracity.
• Conduct research for additional information from third parties (other states, state agencies, etc.) to complete transactions.
• Assist other state and local agencies with Registry of Motor Vehicle information.
• Assist customers with problem resolution.
• Provide 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.
• Direct customers to kiosks and other automated services where appropriate.
• Assess that customers have the correct forms/applications, supporting documents, and acceptable payment.
• Return improper or incomplete forms or documents to the applicant explaining reasons for rejection and steps necessary to complete forms/applications.
• Provide checklists and assistance in completing forms/applications.

Under a conditional offer of employment, applicants must agree to and successfully satisfy a comprehensive name‑based and fingerprint‑based background check of state and federal criminal history records, an employment reference check, and a satisfactory review of driving records.

• Applicants must have at least one year of full‑time or equivalent part‑time experience in a position whose major duties 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 a satisfactory review of driving record.
• A Bachelor’s degree may be substituted for the required experience.
• This position may require the ability to travel to various MassDOT facilities across the Commonwealth.
• Potentially Eligible for a Hybrid
  
  Work Schedule:
  
  No

United States
• Massachusetts
• Worcester
• 50 Southwest Cutoff

An Equal Opportunity / Aff… 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.