Customer Service Representative I, RMV (Western Region)

Duties & Responsibilities:

Preferred Qualifications

Applicants may be required to speak another language, based on assignment.

Knowledge, Skills and Abilities
:

• Fluency in the English language.
• General knowledge of the functions of a service center or division office of the Registry of Motor Vehicles.
• Ability to exercise discretion in handling confidential information.
• Ability to communicate clearly in written work or verbally and listen effectively.
• Ability to deal patiently with problems and complaints.
• Ability to multi-task and prioritize.
• Ability to prepare documents and reports.
• Ability to follow guidelines and procedures.
• Ability to exercise sound judgment.
• Ability to work independently.
• Ability to utilize computers, including website navigation.
• Ability to work efficiently in stressful situations; maintain composure when working with angry or confused customers; and maintain efficiency in an office with a high volume of customers.
• Competency in applying a solid knowledge of the principles and practices of quality customer service to perform complex work in assisting the public with applications, fees, examinations or social services that have an eligibility or compliance component.
• Strong interpersonal skills including sensitivity, patience and flexibility in order to communicate with internal and external customers in a friendly, courteous and efficient manner.
• Ability to communicate with individuals from diverse backgrounds.

  Working Conditions
  :

• While performing the duties of this classification, incumbents work indoors within an office setting. The noise level is moderate. Incumbents may be exposed to verbal confrontations. Prolonged sitting and repetitive motions performed answering phone and working on a computer. Incumbents are occasionally required to lift, carry, push or pull up to 25 pounds of office supplies or equipment with or without assistance and with or without the use of devices and/or equipment to assist in the lifting effort. Work assignments may be performed with or without reasonable accommodation to a known disability.

  Please be advised the Western Region consist of the following RMV Service Centers:

• Chicopee Service Center – 1011 Chicopee Street, 01020
• Easthampton Service Center – 116 Pleasant Street, 02721
• Greenfield Service Center – 18 Miner Street, 01301
• North Adams Service Center – 33 Main Street, 01247
• Pittsfield Service Center – 333 East Street, 01201
• Springfield Service Center – 1250 St. James Avenue, 01104

Applicants applying to this posting may be assigned to any of the service centers listed above.

Qualifications

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.
For purposes of bargaining unit designation, Unit 1 is equivalent to MassDOT Unit A.
An Equal Opportunity/Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.