Lead Customer Service Representative

Lead Customer Service Representative

Business Tax Bureau- Exemptions & Sales/ Use Refunds Unit

Department of Revenue

Annual Salary: $ 40,660.80

Location: 301 W. High Street, Jefferson City, MO

DOR’s Vision: To provide every customer the best experience every time.

HOW THIS POSITION SUPPORTS THE DEPARTMENT’S VISION:

The staff is very knowledgeable, the work is rewarding and each day brings something new. In this supervisory position, you will be able to utilize your technical and professional skills. Responsible for providing support and supervision to the Sales/Use Refunds Unit in the Sales/Use Tax Refunds and Exemptions Section, and ensuring the Department delivers the highest level of customer service possible. In this supervisory position, you will have 5 direct reports. This position also offers flex hours, which will be discussed more if selected for an interview.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

This description may not include all of the duties, knowledge, skills, or abilities associated with this title.

• Supervise, train, coach, and mentor employees. Maintains customer satisfaction by providing problem-solving resources and manages staff work flow and find ways to improve customer the customer experience.
• Assist in recruitment of new staff.
• Complete Engage/Evaluation reviews; assist in training staff to deliver a high standard of customer service.
• Monitor staff’s leave balances, leave events, and approve timesheets in LeaveTrack.
• Provide assistance for Legal Counsel
• Analyze statistics or other data to determine the level of customer service or production of work received/processed
• Help develop customer service procedures, policies and standards
• Communicate professionally with all internal and external customers by telephone, email, letter and in person
• Investigate and provide customer service to resolve customer’s questions and discrepancies. Enlist the efforts of senior management when necessary to accelerate this process
• Update job knowledge by participating in educational opportunities such as MO Learning classes along with department offered courses
• Maintain customer satisfaction by providing problem solving resources, trends and ways to improve the customer experience
• Manage staff; communicate job expectations to staff; review and acknowledge contribution of staff
• Assist in the preparation of section reports and any additional duties as assigned.

CORE COMPENTENCIES NEEDED:

Analytical/ Strategic Thinking Computer Literacy Strong Communication

Efficient Process Management Customer Service

Self-directed Attention to Detail Clear Communication

QUALIFICATIONS:

• Possess high school diploma or a high school equivalency certificate, and
• 4-6 years of relevant experience. (Substitutions may be allowed.)

PLEASE DIRECT ANY QUESTIONS ABOUT THIS POSITION TO:

The Missouri Department of Revenue Human Resources and Total Rewards office at (573) 751-1291.

We celebrate diversity and are committed to creating an inclusive environment for all employees

The State of Missouri is an equal opportunity employer.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

This description may not include all of the duties, knowledge, skills, or abilities associated with this title.

• Supervise, train, coach, and mentor employees. Maintains customer satisfaction by providing problem-solving resources and manages staff work flow and find ways to improve customer the customer experience.
• Assist in recruitment of new staff.
• Complete Engage/Evaluation reviews; assist in training staff to deliver a high standard of customer service.
• Monitor staff’s leave balances, leave events, and approve timesheets in LeaveTrack.
• Provide assistance for Legal Counsel
• Analyze statistics or other data to determine the level of customer service or production of work received/processed
• Help develop customer service procedures, policies and standards
• Communicate professionally with all internal and external customers by telephone, email, letter and in person
• Investigate and provide customer service to resolve customer’s questions and discrepancies. Enlist the efforts of senior management when necessary to accelerate this process
• Update job knowledge by participating in educational opportunities such as MO Learning classes along with department offered courses
• Maintain customer satisfaction by providing problem solving resources, trends and ways to improve the customer experience
• Manage staff; communicate job expectations to staff; review and acknowledge contribution of staff
• Assist in the preparation of section reports and any additional duties as assigned.

CORE COMPENTENCIES NEEDED:

Analytical/ Strategic Thinking Computer Literacy Strong Communication

Efficient Process Management Customer Service

Self-directed Attention to Detail Clear Communication

QUALIFICATIONS:

• Possess high school diploma or a high school equivalency certificate, and
• 4-6 years of relevant experience. (Substitutions may be allowed.)

The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here .

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• State of Missouri

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