CUSTOMER SERVICE CENTER REPRESENTATIVE 2* - State of Tennessee : Job Details

Job Information

State of Tennessee Job Information Opening Date/Time 08/12/2025 12:00AM Central Time Closing Date/Time 08/18/2025 11:59PM Central Time Salary (Monthly) $2,867.00 - $3,578.00 Salary (Annually) $34,404.00 - $42,936.00 Job Type Full-Time City, State Location Jackson, TN Department Human Services

LOCATION OF (2) POSITION(S) TO BE FILLED: DEPARTMENT OF HUMAN SERVICES, APPEALS AND HEARINGS DIVISION, MADISON COUNTY

This is a hybrid position

This position requires a criminal background check. Therefore, you may be required to provide information about your criminal history in order to be considered for this position.

Follow the link below for more information:

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.

Necessary Special Qualifications: Applicants for this class within the Department of Human Services will be required to:

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.

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

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.

Competencies (KSA's)

Competencies:

Drives Results

Interpersonal Savvy

Manages Conflict

Manages Complexity

Nimble Learning

Knowledge:

Customer and Personal Service

Call Center Practices

Clerical Knowledge

Skills:

Active Learning and Listening

Critical Thinking

Time Management

Service Orientation

Persuasion

Abilities:

Written/Oral Comprehension

Auditory Attention

Speech Clarity

Speech Recognition

Inductive Reasoning

Tools & Equipment

Computer/Laptop

Copier/Printer/Fax Machine/Scanner

Calculator

Tablet

Phones