CUSTOMER SERVICE CENTER REPRESENTATIVE 3 - 03242026-76114

Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF COMMERCE & INSURANCE, REGULATORY BOARDS DIVISION, DAVIDSON COUNTY

Qualifications

Education and Experience: Education equivalent to graduation from a standard high school and two years of experience in one or a combination of the following: management, administrative support, customer service, or call center experience.

Substitution of Education for Experience: Course work credit received from an accredited college or university may substitute for the required experience, on a year-for-year basis.

OR

Experience equivalent to one year as a Customer Service Center Representative 2 with the State of Tennessee.

Overview

Under general supervision, is responsible for performing customer service work of considerable difficulty, leads a group of customer service representatives, and may supervise a small group of customer service representatives. This is the lead-level class in the Customer Service Center Representative series. An employee in this class is responsible for providing customer service in complex cases and guiding lower-level customer service representatives in the completion of their work. This class differs from the Customer Service Center Manager in that an incumbent of the latter manages a group of Customer Service Center Reps and is responsible for implementing program area changes. This class differs from the Customer Service Center Representative 2, in that an incumbent of the latter operates at the working level, handling less complex customer service matters, and is not responsible for leading an assigned team.

Responsibilities

1. Provides training on standard operating procedures and additional onboarding training; makes suggestions for additions to training materials for CSC staff, incorporating new materials from boards and commissions to ensure all material is up-to-date.
2. Monitors and reports trends in Customer Service Center that may indicate problems or areas for development, such as phone calls and audits for quality and compliance with procedure.
3. Serves as liaison to boards and commissions and a point of contact for directors and requests, such as escalated calls.
4. Serves as a mentor and first point of contact for less experienced Representatives and provides information related to practices, procedures, and program specialization.
5. Performs audits of customer service provided by less experienced Representatives. May conduct or assist with performance evaluations and approve time worked on an as-needed basis.
6. Provides customer service via phone, chat, email, other electronic means, and those visiting the cash office in accordance with standard operating procedure and guidelines to maintain positive customer relationships.
7. Verifies pertinent information for each inquiry, including licensing information, payment due date, method, and amount with payment presented. Facilitates the processing of payments to ensure a positive customer experience and compiles report with information from cash office transactions.
8. Documents inquiries not resolved at the Representative level with answers to broaden knowledge base and notates information specific to customer inquiries upon transition of inquiry to board or commission.

Competencies (KSA's)

Competencies:

1. Customer Focus
2. Interpersonal Savvy
3. Manages Conflict
4. Business Insight
5. Drives Results

Knowledge:

1. Customer and Personal Service
2. Call Center Practices
3. Clerical Knowledge

Skills:

1. Service Orientation
2. Instructing
3. Social Perceptiveness
4. Active Learning and Listening
5. Critical Thinking

Abilities:

1. Written/Oral Comprehension
2. Inductive/Deductive Reasoning
3. Speech Clarity
4. Problem Sensitivity
5. Auditory Attention

Tools & Equipment

1. Computer/Laptop
2. Copier/Printer/Fax Machine/Scanner
3. Calculator
4. Tablet
5. Phones