There will be a RMV - Contact Center hiring event on Saturday, September 30, 2023, from 9am-1pm at the RMV Headquarters located at 25 Newport Avenue Extension, Quincy, MA 02171. RMV and Human Resources staff will be on-site to answer any questions you may have. The event will include a tour of the Contact Center facility and selected candidates will be offered on the spot interviews or interview scheduling. Parking for this event is free.

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 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 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 $47,032.60 annually, 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

An agency on the move, the Massachusetts Department of Transportation (MassDOT) takes great pride in connecting the Commonwealth’s residents and communities. Powered by a growing data-analytics discipline – and working in conjunction with municipalities, public agencies, and the private sector – we’re finding new ways to improve the Bay State’s transportation infrastructure.

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.

MassDOT’s divisions include Highway, Aeronautics, Registry of Motor Vehicles, Rail & Transit, and Planning & Enterprise Services. We are an organization of over 4,000 and growing.

RMVJobs

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

All job applications must be submitted online through MassCareers to be considered.

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.

Substitutions:

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

Special Requirements:

Please note that this position may require the ability to travel to various MassDOT facilities across the Commonwealth.

All job applications must be submitted online through MassCareers to be considered.

• For questions regarding the job posting, please email LaTanya Wood LaTanya.Wood@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 Derrick Mann at 857-368-8541.

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