Customer Service Rep
Quincy, MA 02171 | Customer Service
RMV Quincy Headquarters – IRP Group
Scheduled start date: ASAP – pending interviews and extensive background check
Tentative end date: 11/30/18 – possibility for extension or conversion to permanent
Hours: 8:45am to 5:00pm M-F, 45 minute unpaid lunch break, for a total of 37.5 hours per week
Customer Service Representative
Title and Registration
Floater across business units in the Title Division and Registration Department
-Complete registration and title transactions for a variety of vehicle types
-Complete new registration and title transactions, renewals, amendments, duplicates, cancellations, etc.
-Assess that customers have the correct forms/applications, supporting documents and acceptable payment
-Determine and collect fees for title, registration, and sales tax
-Interact with customers by mail, email, fax, phone, and in-person; Provide coverage for the service counter as needed
-Utilize the RMV mainframe, ALARS, to create, retrieve, review, or amend vehicle information
-Collects fees for transactions and performs credit card transactions; Reconciles payments in ATLAS
-Conducts research for additional information from third parties (other state agencies, other states, etc.) to complete transactions
-Returns improper or incomplete forms or documents to the applicant explaining reasons for rejection and steps and/or documentation necessary to complete the transaction(s)
-Assists customers with problem resolution
-Batches and files all processed work by category, julian date, terminal number, and other characteristics on the same day the transaction(s) was processed.
-Responsible for retaining, either by memory or use of agency resources, information pertaining to the law, rules and regulations, policies, procedures and agency functions.
-Develop a thorough knowledge and use of the RMV ALARS database screens and their functions and ATLAS revenue screens and functions
-Escalate issues as needed to supervisor and/or managers
-Ensure appropriate confidentiality and security of information