CUSTOMER SERVICE CENTER REPRESENTATIVE 2* - 06302026- 78751

State of Tennessee is seeking a Customer Service Center Representative 2 to perform customer service work of average difficulty. The role involves facilitating payments, providing customer service through various channels, and supporting customer inquiries while maintaining operational procedures.

Responsibilities:

• Facilitates the processing of payments to ensure a positive customer experience. Coordinates with Fiscal to gather allocation codes or payment information
• Provides customer service via phone, chat, email, and other electronic means in accordance with standard operating procedures and guidelines to maintain positive customer relationships
• Serves as first point of contact for all customers in cash office and compiles report with information from cash office transactions
• Verifies pertinent information for each inquiry, including licensing information, payment due date, method, and amount with payment presented
• 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
• Provides guidance and information on areas of specialization, which may include cross training and serving as a mentor for less experienced Representatives
• 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
• Follows standard operating procedures related to administrative responsibilities in cash office, including opening and closing procedures

Requirements:

• Education equivalent to graduation from a standard high school
• 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
• Complete a criminal history disclosure form in a manner approved by the appointing authority
• Agree to release all records involving their criminal history to the appointing authority
• Supply a fingerprint sample prescribed by the TBI based criminal history records clerk