CUSTOMER SERVICE CENTER REPRESENTATIVE 2* – 09242024-61742

Job Information

State of Tennessee Job Information

Opening Date/Time09/24/2024 12:00AM Central TimeClosing Date/Time09/30/2024 11:59PM Central TimeSalary (Monthly)$2,867.00 – $3,578.00Salary (Annually)$34,404.00 – $42,936.00Job TypeFull-TimeCity, State LocationNashville, TNDepartmentHuman Services

LOCATION OF (3) POSITIONS TO BE FILLED: DEPARTMENT OF HUMAN SERVICES, APPEALS AND HEARINGS DIVISION, DAVIDSON COUNTY

For more information, visit the link below:

https://www.tn.gov/content/dam/tn/human-services/documents/HRC0011793_CustomerServiceCenterRep2_Davidson_09302024.pdf

This is a hybrid position

Qualifications

Education and Experience: Graduation from an accredited college or university with a bachelor’s degree.

Substitution of Experience for Education: Qualifying management, administrative support, customer service, or call center experience may substitute for the required education, on a year-for-year basis, to a maximum of four years.

Necessary Special Qualifications: None

Examination Method: Education and Experience, 100%, for Preferred Service positions.

Overview

Summary: Under general supervision, is responsible for performing customer service work of average difficulty.

Distinguishing Features: This is the working level classification in the Customer Service Center Representative series. An employee in this class is responsible for performing customer service duties on behalf of the Department. This class differs from the Customer Service Center Representative 3 in that an incumbent of the latter is responsible for handling the most complex customer service inquiries and may supervise a small staff. This class differs from the Customer Service Center Representative 1, in that an incumbent of the latter functions at the entry level and handles customer service inquiries within a narrow scope.

Responsibilities

Evaluating Information to Determine Compliance with Standards

1. Ensures all responses provided to customers are in accordance with established practices, guidelines, rules, and regulations.

Performing for or Working Directly with the Public

1. Facilitates the processing of payments to ensure a positive customer experience.
2. Provides customer service in accordance with standard operating procedures and guidelines to maintain positive customer relationships.

Communicating with Persons Outside Organization

1. Provides customer service via phone to external customers.
2. Answers customer inquiries via chat, email and other electronic means.
3. Serves as first point of contact for all customers in cash office.

Processing Information

1. Compiles report with information from cash office transactions.
2. Verifies payment due date, method, and amount with payment presented.
3. Verifies pertinent information for each inquiry, including licensing information.

Interpreting the Meaning of Information for Others

1. Educates customers on departmental practices and terminology.
2. Provides guidance to coworkers related to program specification.

Thinking Creatively

1. Works independently to understand customer needs in cash office and develop an appropriate solution.
2. Works with team to develop new ideas, processes, and recommendations for presentation to supervisor.

Monitor Processes, Materials, or Surroundings

1. Monitors and reports trends in Customer Service Center that may indicate problems or areas for development.
2. Monitors help desk to recommend improvements in content or navigation.
3. Monitors help desk activity and seeks out ways to proactively address customers with concerns online.

Establishing and Maintaining Interpersonal Relationships

1. Works to establish professional working relationships with staff, internal customers, and external customers.

Getting Information

1. Asks relevant probing questions to gather information from customers.
2. Coordinates with Fiscal to gather allocation codes or payment information.
3. Looks up and verifies licensing information in applicable databases.
4. Gathers information from boards and commissions relevant to each customer inquiry.
5. Receives updated information from supervisor related to program area operations.
6. Views help desk information and manuals to gather information relevant to customer inquiries.
7. Receives inquiries and supporting details from external customers.

Coaching and Developing Others

1. Provides guidance and information on areas of specialization, which may include cross training.
2. May serve as a mentor for less experienced Representatives and provide information related to practices and procedures.

Resolving Conflicts and Negotiating with Others

1. Resolves simple conflicts without supervisory input to ensure timely and efficient performance and maintain positive working relationships.
2. Creates and maintains respectful workplace to minimize conflicts.

Updating and Using Relevant Knowledge

1. Stays up-to-date with changes in systems and processes.
2. Monitors FAQs and submits suggestions for supervisory review.
3. Attends training to develop knowledge and skills.

Documenting/Recording Information

1. Documents inquiries not resolved at the Representative level with answers to broaden knowledge base.
2. Notates information specific to customer inquiries upon transition of inquiry to board or commission.
3. Creates and maintains templates, FAQs, and other sources of information to ensure the accuracy of information provided to customers and increase efficiency.

Interacting with Computers

1. Utilizes office productivity software, including programs specific to word processing, spreadsheets, and instant messaging to complete work activities.
2. Utilizes programs specific to program area to monitor metrics.

Training and Teaching Others

1. May provide training on standard operating procedures.

Communicating with Supervisors, Peers, or Subordinates

1. Communicates openly with staff and supervisors regarding information, questions, or solutions to questions.
2. Coordinates with board and commission staff to address inquiries on an as-needed basis.

Performing Administrative Activities

1. Follows standard operating procedures related to administrative responsibilities in cash office, including opening and closing procedures.
2. Enters time and leave requests for supervisory review and approval in accordance with departmental procedure.
3. Responds to emails and other correspondence as required.

Competencies (KSA’s)

Competencies:

1. Customer Focus
2. Listening
3. Composure
4. Problem Solving
5. Integrity and Trust
6. Written Communications
7. Decision Quality
8. Interpersonal Savvy
9. Drive for Results
10. Learning on the Fly

Knowledge:

1. Intermediate Knowledge of Customer Service
2. Basic Knowledge of Call Center Practices
3. Basic Clerical Knowledge

Skills:

1. Speaking
2. Problem Solving
3. Active Listening
4. Critical Thinking
5. Intermediate Computer Skills
6. Service Orientation
7. Writing
8. Active Learning
9. Time Management
10. Instructing
11. Persuasion
12. Social Perceptiveness

Abilities:

1. Written Expression
2. Oral Expression
3. Written Comprehension
4. Speech Clarity
5. Oral Comprehension
6. Auditory Attention
7. Problem Sensitivity
8. Speech Recognition
9. Deductive Reasoning
10. Selective Attention
11. Inductive Reasoning

Tools & Equipment

1. Computer
2. Copier
3. Printer
4. Fax Machine
5. Scanner
6. Calculator
7. Tablet
8. Laptop
9. Phones

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