1 CUSTOMER SERVICE CENTER REPRESENTATIVE Job in Knox, TN
State of Tennessee is Hiring a CUSTOMER SERVICE CENTER REPRESENTATIVE Near Knox, TN
Location: Knox County
Last Day to Apply: Apr 29 , 2024
Business Unit: Non-Exempt Office/Admin Suppt
Job Family: Revenue
Job Opening ID: 57181
Job Information
State of Tennessee Job Information
LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF REVENUE, TAXPAYER SERVICES DIVISION, DAVIDSON COUNTY
Revenue starting salary is $3,051 monthly / $36,612 annually.
This position is designed to work from home 90%.
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.
Summary
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
- Ensures all responses provided to customers are in accordance with established practices, guidelines, rules, and regulations.
Performing for or Working Directly with the Public
- Facilitates the processing of payments to ensure a positive customer experience.
- Provides customer service in accordance with standard operating procedures and guidelines to maintain positive customer relationships.
Communicating with Persons Outside Organization
- Provides customer service via phone to external customers.
- Answers customer inquiries via chat, email and other electronic means.
- Serves as first point of contact for all customers in cash office.
Processing Information
- Compiles report with information from cash office transactions.
- Verifies payment due date, method, and amount with payment presented.
- Verifies pertinent information for each inquiry, including licensing information.
Interpreting the Meaning of Information for Others
- Educates customers on departmental practices and terminology.
- Provides guidance to coworkers related to program specification.
Thinking Creatively
- Works independently to understand customer needs in cash office and develop an appropriate solution.
- Works with team to develop new ideas, processes, and recommendations for presentation to supervisor.
Monitor Processes, Materials, or Surroundings
- Monitors and reports trends in Customer Service Center that may indicate problems or areas for development.
- Monitors help desk to recommend improvements in content or navigation.
- Monitors help desk activity and seeks out ways to proactively address customers with concerns online.
Establishing and Maintaining Interpersonal Relationships
- Works to establish professional working relationships with staff, internal customers, and external customers.
Getting Information
- Asks relevant probing questions to gather information from customers.
- Coordinates with Fiscal to gather allocation codes or payment information.
- Looks up and verifies licensing information in applicable databases.
- Gathers information from boards and commissions relevant to each customer inquiry.
- Receives updated information from supervisor related to program area operations.
- Views help desk information and manuals to gather information relevant to customer inquiries.
- Receives inquiries and supporting details from external customers.
Coaching and Developing Others
- Provides guidance and information on areas of specialization, which may include cross training.
- May serve as a mentor for less experienced Representatives and provide information related to practices and procedures.
Resolving Conflicts and Negotiating with Others
- Resolves simple conflicts without supervisory input to ensure timely and efficient performance and maintain positive working relationships.
- Creates and maintains respectful workplace to minimize conflicts.
Updating and Using Relevant Knowledge
- Stays up-to-date with changes in systems and processes.
- Monitors FAQs and submits suggestions for supervisory review.
- Attends training to develop knowledge and skills.
Documenting/Recording Information
- Documents inquiries not resolved at the Representative level with answers to broaden knowledge base.
- Notates information specific to customer inquiries upon transition of inquiry to board or commission.
- 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
- Utilizes office productivity software, including programs specific to word processing, spreadsheets, and instant messaging to complete work activities.
- Utilizes programs specific to program area to monitor metrics.
Training and Teaching Others
- May provide training on standard operating procedures.
Communicating with Supervisors, Peers, or Subordinates
- Communicates openly with staff and supervisors regarding information, questions, or solutions to questions.
- Coordinates with board and commission staff to address inquiries on an as-needed basis.
Performing Administrative Activities
- Follows standard operating procedures related to administrative responsibilities in cash office, including opening and closing procedures.
- Enters time and leave requests for supervisory review and approval in accordance with departmental procedure.
- Responds to emails and other correspondence as required.
Competencies
Competencies:
- Customer Focus
- Listening
- Composure
- Problem Solving
- Integrity and Trust
- Written Communications
- Decision Quality
- Interpersonal Savvy
- Drive for Results
- Learning on the Fly
Knowledge:
- Intermediate Knowledge of Customer Service
- Basic Knowledge of Call Center Practices
- Basic Clerical Knowledge
Skills:
- Speaking
- Problem Solving
- Active Listening
- Critical Thinking
- Intermediate Computer Skills
- Service Orientation
- Writing
- Active Learning
- Time Management
- Instructing
- Persuasion
- Social Perceptiveness
Abilities:
- Written Expression
- Oral Expression
- Written Comprehension
- Speech Clarity
- Oral Comprehension
- Auditory Attention
- Problem Sensitivity
- Speech Recognition
- Deductive Reasoning
- Selective Attention
- Inductive Reasoning
Tools & Equipment
- Computer
- Copier
- Printer
- Fax Machine
- Scanner
- Calculator
- Tablet
- Laptop
- Phones
TN Driver Standards
State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:
- A valid driver's license
- For the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.
Please include your Driver's License Information under the Licenses and Certifications section of your application.
**Agencies may allow an exception based on other factors.
Job Summary
Full Time
Public Administration
$52k-66k (estimate)
04/25/2024
06/23/2024
tn.gov
NASHVILLE, TN
15,000 - 50,000
1976
Private
BILL LEE
$10B - $50B
Public Administration
Related Companies
About State of Tennessee
Tennessee Department of Tourist Development have natural beauty, southern hospitality, serene weather, and something for everyone.
The job skills required for CUSTOMER SERVICE CENTER REPRESENTATIVE include Customer Service, Problem Solving, Call Center, Written Communication, Customer Support, Customer Focus, etc. Having related job skills and expertise will give you an advantage when applying to be a CUSTOMER SERVICE CENTER REPRESENTATIVE. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by CUSTOMER SERVICE CENTER REPRESENTATIVE. Select any job title you are interested in and start to search job requirements.
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