Summer RMV Customer Assistance Support Contact Center
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. There are approximately 3,600 employees across the organization.
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 explain rules, regulations, policies, procedures and agency functions accurately and intelligently.
- 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.
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.
Qualifications
Applicants must be:
- Enrolled in a full-time post-secondary educational program for the upcoming Fall semester (2022).
- Able to commit to a full-time schedule for the internship period.
Applicants must agree to and successfully pass a CORI or Criminal Record Offender Information check.
Acceptable Proof of Eligibility:
- Documentation from the Registrar's Office reflecting full-time Fall 2022 enrollment.
- Print out of your Fall 2022 course schedule.
All job applications must be submitted online through MassCareers to be considered.
· For questions regarding the job posting, email alaina.seitz@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 ADA Coordinator, Heather Ulesoo – (617) 851-9447.
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
Executive Order #595: As a condition of employment, successful applicants will be required to have received COVID-19 vaccination or an approved exemption as of their start date. Details relating to demonstrating compliance with this requirement will be provided to applicants selected for employment. Applicants who receive an offer of employment who can provide documentation that the vaccine is medically contraindicated or who object to vaccination due to a sincerely held religious belief may make a request for exemption.