Lead Customer Service Representative

Lead Customer Service Representative

Taxation Division - Collections and Tax Assistance Bureau - Enforced Collections Unit

Department of Revenue

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 Lead Customer Service Representative will have the opportunity to provide direct supervisor and guidance to other Team members. Candidates will train and educate new team members while establishing and maintaining effective working relationships in an effort to provide every customer the best experience every time.

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.

• Review and distribute customer requests and documents to be processed within the unit.
• Monitor Genesys System and ensure the garnishment phone line has adequate coverage for calls in queue.
• Produce and maintain production reports for daily functions completed by the unit.
• Establish and maintain ongoing positive working relationships by communicating effectively.
• Train new employees on processing procedures.
• Assign daily work priorities to team members for processing timely.
• Monitor employee leave balances and approve leave events and timesheets in LeaveTrack.
• Supervise, educate, monitor and obtain feedback from team members to improve processes.
• Schedule monthly ENGAGE meetings with all team members.

CORE COMPENTENCIES NEEDED:

Out of the Box Thinking Computer Literacy Customer Service

Positive Attitude Attention to Detail Clear Communication

Self-starter Dependable Multi-task Abilities

QUALIFICATIONS:

• Possession of a high school diploma or high school equivalency certificate, and
• Two or more years of customer service and leadership experience
• Intermediate Excel Skills
• Training, certification, and/or education in continuous process improvement programs such as Lean Six Sigma as well as completion of Missouri Way, Leadership Academy, and similar programs is preferred.

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.

• Review and distribute customer requests and documents to be processed within the unit.
• Monitor Genesys System and ensure the garnishment phone line has adequate coverage for calls in queue.
• Produce and maintain production reports for daily functions completed by the unit.
• Establish and maintain ongoing positive working relationships by communicating effectively.
• Train new employees on processing procedures.
• Assign daily work priorities to team members for processing timely.
• Monitor employee leave balances and approve leave events and timesheets in LeaveTrack.
• Supervise, educate, monitor and obtain feedback from team members to improve processes.
• Schedule monthly ENGAGE meetings with all team members.

CORE COMPENTENCIES NEEDED:

Out of the Box Thinking Computer Literacy Customer Service

Positive Attitude Attention to Detail Clear Communication

Self-starter Dependable Multi-task Abilities

QUALIFICATIONS:

• Possession of a high school diploma or high school equivalency certificate, and
• Two or more years of customer service and leadership experience
• Intermediate Excel Skills
• Training, certification, and/or education in continuous process improvement programs such as Lean Six Sigma as well as completion of Missouri Way, Leadership Academy, and similar programs is preferred.

• 

• State of Missouri

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