Customer Service Representative II - International Registration Plan

Commonwealth of Massachusetts; Quincy (MA); On-site; USD 61,000 - 86,000; Full time

Job summary

Commonwealth of Massachusetts is seeking a Customer Service Representative II for the International Registration Plan (IRP). The role involves cashiering, answering inquiries, and assisting the public with IRP registrations and related transactions.

A strong focus on accurate data entry and customer service is essential, with ATLAS system knowledge highly valued. The position is based in Quincy, MA, with a starting salary of $60,725.47 and opportunities for anniversary increases.

Qualifications

• Two years of cash handling experience or equivalent with customers.
• Ability to enter or retrieve data using computer systems.
• Ability to communicate clearly and professionally with the public.
• Knowledge of ARP/IRP processes and procedures is a plus.
• Ability to travel to MassDOT facilities if required.

Responsibilities

• Cashiering and closing procedures for staff; assist supervisor and respond to inquiries.
• Assist the public with IRP registrations, RTA transactions, and related services.
• Handle inquiries via email, phone, and mail; escalate as needed.
• Coordinate with various departments across MassDOT service centers.
• Explain IRP policies, procedures, and fees; act as subject matter expert on ATLAS.
• Monitor daily IRP e-services reports and support service centers.

Skills

Cash handling

Data entry

Customer service

Communication

ATLAS system

Tools

ATLAS system

Job description

An Official website of the Commonwealth of Massachusetts

Job Description - Customer Service Representative II - International Registration Plan (260005LQ)

Job Description

Customer Service Representative II - International Registration Plan - ( 260005LQ )

Description

Duties and Responsibilities

• Cashiering and end of day closing for all staff members, cross training to help IRP dept. Assisting the supervisor and manager with telephone, in person or email and letter correspondences from the public.
• Assist the public in all IRP matters including applying for IRP Registrations, Registration and Title transactions (RTA), Carriers with USDOT status and IRP Trip Permits.
• Respond to inquiries via IRP email, phone calls, resolve complaints or elevate appropriately to management.
• Assist in various internal and external depts. requiring travelling to such; as Service Centers, Mail In Reg, Titles, CAB, Section V, Special Plates, IPM, FID, ELT, Moped, EVR, NMVHTIS with transactions and services.
• Knowledge on Atlas system and explaining IRP policies, procedures, and fees. Subject Matter Expert on ATLAS related topics.
• Monitor the IRP E-services daily report and assist service centers and business partners.

Please be advised that the starting salary is $60,725.47 which is non-negotiable. Once employed, there is an opportunity for anniversary increases.

Preferred Qualifications

• Knowledge of the standard procedures and methods followed in handling and recording cash.
• Knowledge of basic arithmetic including addition, subtraction, multiplication, and division.
• Ability to understand, explain and apply the laws, policies and procedures governing assigned unit activities.
• Ability to work accurately with names, numbers, codes and/or symbols.
• Ability to perform arithmetical computations with speed and accuracy.
• Ability to gather information by examining records and documents.
• Ability to assemble items of information according to established procedures.
• Ability to maintain accurate records.
• Ability to read, write and comprehend the English language.
• Ability to follow oral and written instructions.
• Ability to communicate effectively in oral expression.
• Ability to establish and maintain harmonious working relationships with others.
• Ability to establish rapport with others; Ability to deal tactfully with others.
• Ability to exercise discretion in handling confidential information.
• Ability to exercise sound judgment; Ability to type.
• Ability to travel and work fully in an office setting.
• 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

The 4,000+ employees ofMassachusetts Department of Transportation (MassDOT) take great pride in connecting the Commonwealth’s residents and communities. 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. Information about MassDOT’s culture and career opportunities can be found atmass.gov/massdot-careers .

MassDOT’s divisions include Highway, Registry of Motor Vehicles, Aeronautics, and Rail & Transit. Headquarters (Planning & Enterprise Services) provides business and administrative support and policy leadership for each of the four (4) divisions.

Qualifications

Minimum Entrance Requirements

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

Current MassDOT employees should use their internal MassCareers account to apply.

Applicant must have at least (A) two years 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

I. A Bachelor's or higher degree may be substituted for one (1) year of the required experience.

Special Requirements

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

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.

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Contact Information

For questions regarding the job posting, please email the MassDOT Talent Acquisition Team at [e-mail].

Forgeneral questions regarding MassDOT, call the Human Resources Service Center at 857-368-4722.

Fora disability-related reasonable accommodation or alternative application method, call Lucy Bayard, ADA Coordinator, at857-274-1935.

Equal Opportunity Statements

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 discriminateon the basis ofrace, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered byappropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if theydon'tmeet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Primary Location

United States-Massachusetts-Quincy - 25 Newport Ave Ext

Job

Administrative Services

Agency

Massachusetts Department of Transportation

Schedule

Full-time

Shift

Day

Job Posting

Aug 21, 2026, 2:01:43 PM

Number of Openings

2

Salary

60,725.47 - 86,384.27 Yearly

If you have Diversity, Aff…etc contact Diversity Officer / ADA Coordinator : Derrick Mann - 8573688541

Bargaining Unit : DOT

Confidential : No

Potentially Eligible for a Hybrid Work Schedule : No