CUSTOMER SERVICE CENTER REPRESENTATIVE 2* - 04142026-76759

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 experience equivalent to one year of full-time work in one or a combination of the following: 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.

1. Complete a criminal history disclosure form in a manner approved by the appointing authority.
2. Agree to release all records involving their criminal history to the appointing authority.
3. Supply a fingerprint sample prescribed by the TBI based criminal history records clerk.

Overview

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

1. Facilitates the processing of payments to ensure a positive customer experience. Coordinates with Fiscal to gather allocation codes or payment information.
2. Provides customer service via phone, chat, email, and other electronic means in accordance with standard operating procedures and guidelines to maintain positive customer relationships.
3. Serves as first point of contact for all customers in cash office and compiles report with information from cash office transactions.
4. Verifies pertinent information for each inquiry, including licensing information, payment due date, method, and amount with payment presented.
5. Monitors and reports trends in Customer Service Center that may indicate problems or areas for development; monitors help desk activity to recommend improvements in content or navigation and seek out ways to address customer concerns.
6. Provides guidance and information on areas of specialization, which may include cross training and serving as a mentor for less experienced Representatives.
7. Creates and maintains templates, FAQs, and other sources of information to ensure the accuracy of information provided to customers and increase efficiency through notated information and inquiries not solved at the Representative level.
8. Follows standard operating procedures related to administrative responsibilities in cash office, including opening and closing procedures.

Competencies (KSA's)

Competencies:

1. Drives Results
2. Interpersonal Savvy
3. Manages Conflict
4. Manages Complexity
5. Nimble Learning

Knowledge:

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

Skills:

1. Active Learning and Listening
2. Critical Thinking
3. Time Management
4. Service Orientation
5. Persuasion

Abilities:

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

Tools & Equipment

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