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311 Call Center Specialist - Bilingual

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311 Call Center Specialist - Bilingual

Salary

$48,064.00 Annually

Location

Nashville, TN

Job Type

Full-Time Civil Service

Job Number

26049E

Department

Department of Emergency Communications

Opening Date

09/11/2025

Closing Date

9/18/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

Position Description

The 311 Call Center Specialist receives and responds to city-wide non-emergency calls and requests for services and/or information within Metro Government's consolidated call center. Performs related duties as required. The 311 Call Center Specialist position is part of the Department of Emergency Communications and provides a singlepoint of contact for accessing all non-emergency Metro Nashville Davidson County services.

Work hours are typically from 8am – 5pm, Monday through Friday and the position is remote, requiring access to reliable Wi-Fi. During emergencies, various shifts (day or night), overtime, weekends or holidays may be required if deemed necessary and periodic in office training/work will be required.

Typical Duties

+ Answers incoming calls, complaints, and inquiries from the general public and logs or reports the information accurately.

+ Directs requests to the appropriate department or agency for further actions.

+ Performs follow-up on requests as needed.

+ Assists with emergency operations, special projects, and training responsibilities or other similar tasks.

+ Performs clerical tasks or data entry duties as needed.

+ Documents and verifies call information for services requests; reviewing, modifying, and correcting information as needed.

+ Performs multiple tasks simultaneously; maintains composure in all circumstances.

+ Uses prescribed telephone etiquette and follows customer service procedures.

Minimum Qualifications

High School Diploma or equivalent and four (4) years of increasingly responsible clerical, administrative or call center experience.

*No Substitution*

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

+ Proficient in Spanish or Kurdish (Speak, Read, and Write)

We are an equal opportunity employer. All individuals, regardless of personal characteristics, are encouraged to apply. Metro Nashville is committed to selecting the most qualified candidate for each of our roles.

Metro Nashville Government respects the religious beliefs and practices of all employees and will make, on request, an accommodation for such observances when a reasonable accommodation is available that does not create an undue hardship on business operations.

Requests for ADA or other protected accommodations for the recruitment process should be directed to Human Resources at 615-862-6640.

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.

01

What is the highest level of education you have completed?

+ No diploma

+ High School Diploma or Equivalent

+ Associate's Degree

+ Bachelor's Degree

+ Master's Degree

02

How many years of increasingly responsible clerical, administrative or call center experience do you have?

+ No experience

+ 1 year

+ 2 years

+ 3 years

+ 4 years or more

03

Describe your increasingly responsible clerical, administrative or call center experience. If none, type N/A.

04

Are you proficient in Spanish or Kurdish (Speak, Read, and Write)? Select all that apply:

+ None

+ Spanish speaking

+ Spanish reading

+ Spanish writing

+ Kurdish speaking

+ Kurdish reading

+ Kurdish writing

05

Do you understand that it may be required to work emergencies, various shifts (day or night), overtime, weekends or holidays?

+ Yes

+ No

06

Do you understand that it may be required to do in office training/work periodically?

+ Yes

+ No

Required Question

Employer

Metropolitan Government of Nashville & Davidson County

Address

Human Resources Department 700 President Ronald Reagan Way, Suite 201 Nashville, Tennessee, 37210

Phone

(615) 862-6640

Website

http://www.nashville.gov/Human-Resources/Employment-Opportunities.aspx

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