Hybrid Customer Service Center Representative

Job Information

State of Tennessee Job Information

Opening Date/Time: 05/19/2026 12:00 AM Central Time
Closing Date/Time: 05/25/2026 11:59 PM Central Time
Salary (Monthly): $2,896.00 - $4,331.00
Salary (Annually): $34,752.00 - $51,972.00
Job Type: Full-Time
City, State

Location:

Nashville, TN

Department: Safety and Homeland Security

Location of Position(s): Department of Safety & Homeland Security, Davidson County

Hybrid (In office and Remote)

Requires criminal background check.

Education and Experience: Graduation from a standard high school and one year of full-time work in administrative support, customer service, or call center experience.

Substitution of Education for

Experience:

Coursework credit from an accredited college or university may substitute for required experience on a year-for-year basis.

Necessary Special

Qualifications:

• Complete a criminal history disclosure form approved by the appointing authority.
• Agree to release all records involving criminal history to the appointing authority.
• Supply a fingerprint sample as prescribed by the TBI-based criminal history records clerk.

Under general supervision, 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.

• 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 seeks 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.
• Follows standard operating procedures related to administrative responsibilities in cash office, including opening and closing procedures.

• Drives Results
• Interpersonal Savvy
• Manages Conflict
• Manages Complexity
• Nimble Learning

• Customer and Personal Service
• Call Center Practices
• Clerical Knowledge

• Active Learning and Listening
• Critical Thinking
• Time Management
• Service Orientation
• Persuasion

• Written/Oral Comprehension
• Auditory Attention
• Speech Clarity
• Speech Recognition
• Inductive Reasoning

• Computer/Laptop
• Copier/Printer/Fax Machine/Scanner
• Calculator
• Tablet
• Phones

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 any violations such as driving under the influence, reckless driving, license suspension for moving violations, or more than four 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.