What are the responsibilities and job description for the Metro Action Commission Customer Navigator position at Metropolitan Government of Nashville & Davidson...?
Position Description
This is a Full-Time, Non-Civil Service position with medical, dental, pension and insurance benefits. The position is under direct supervision of the Family & Community Services Manager and Community Services Director. This position answers and manages general customer inquiries and warm transfers within the Metropolitan Action Commission phone queue and gathers information to provide technical assistance for online applications. Uphold the Mission, Vision, Values, and Philosophy of the Metropolitan Action Commission.
Typical Duties
- Receive and transmit calls and/or inquiries to appropriate MAC personnel.
- Support customers with successful application completion.
- Answer incoming requests from the general public; logs information received.
- Use multiple call center software packages to assist in providing customer service to callers.
- Direct requests to the appropriate team member for further actions.
- Perform follow-up on requests for the information or public inquiries.
- Maintain accurate written and computer records of all inquiries and work activities as required.
- Perform clerical tasks or data entry duties as needed.
- Document and verify call information, reviews, modifies, or corrects call information.
- Contact other appropriate internal/external partner(s) on application-related issues as needed.
- Research information on records.
- Perform multiple tasks simultaneously; maintains composure in all circumstances.
- Send various documents or forms to appropriate persons.
- Use prescribed telephone etiquette and follows customer service procedures.
- Meet with walk-in constituents on service-related matters.
- Performs related duties as required.
Minimum Qualifications
Candidates with accreditations earned in a foreign institute are encouraged to apply.
Note: Per Metro Ordinance No. SO94-1078. All employees of the Metropolitan Government shall be residents of the State of Tennessee or become residents of the state within six (6) months of employment as a prerequisite to employment with the Metropolitan Government.
Preferred Experience, Knowledge, Skills, and Abilities
- Knowledge of call center/customer service principles and operations.
- Experienced in reading and locating service areas using an atlas, maps, and related documents.
- Experienced in operating call center software packages and programs.
- Experienced in multitasking while answering a multi-line telephone system and entering data into a computer.
- Experienced in preparing and maintaining documents, records, or reports.
- Experienced in working collaboratively in a fast-paced environment.
Be advised that ALL candidates for ANY position with the Metropolitan Action Commission will be subject to a background check.
The Metropolitan Government of Nashville and the Metropolitan Action Commission are equal opportunity employers. In compliance with Tennessee law, all applications are subject to public disclosure.
Requests for ADA accommodations should be directed to Rickie McQueen at
(615) 862-8860, Ext. 70103.
For questions contact the Human Resources department at: 615-862-8860 Ext. 70105.
Full-time, Civil Service positions -
10 Vacation Days per year (increasing after 5 years of service)
1 Sick Day per month
12 Paid Holidays per year
Public Safety - Sworn and Civilian positions -
20 vacation days per year
3 Personal days per year
1 Sick Day per month
12 paid holidays per year
Part-time, Non Civil Service positions - Visit HR and Benefits webpages for more information.
Full-time, Non Civil Service positions - contact hiring department for benefits information
Seasonal/Temporary positions - no benefits offered.
