Lead Customer Service Representative

Lead Customer Service Representative - Sales/Use Tax Correspondence

Department of Revenue

Annual Salary: $40,660.80

Location: Truman Building - 301 West 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 Business Tax Correspondence team processes and responds to customer inquiries regarding sales tax, vendors use tax, consumers use tax, employer withholding tax and tire/battery fee delinquent notices. Our mission is to provide quality service to our customers. Your work will involve assisting individuals and businesses in resolving their delinquent tax accounts. You will be an important part of assuring that the taxpayer is collecting and remitting the correct amount of tax to the Missouri Department of Revenue. Your work will have an impact on the revenue that will ultimately be distributed to the State of Missouri and local cities/counties.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

• Provide direct supervision and guidance to individuals in the Business Tax Correspondence section
• Produce and maintain production reports
• Hold monthly ENGAGE meetings with team members
• Answer telephone calls transferred from the Directors office
• Work constituent/ state representative emails
• Review form updates
• Submit and test Revenue Premier bugs
• Establish and maintain positive working relationship by communicating effectively with staff and internal and external customers.
• Assign work priorities for team members
• Supervise, educate, monitor, and collaborate with team members and co-leaders to improve processes.

CORE COMPETENCIES NEEDED:

Strategic Thinking Computer Literacy Effective Writing Customer Service Skills

Self-directed Attention to Detail Clear Communication Efficient

Fast Paced Organized

QUALIFICATIONS:

Minimum Qualifications

• Possess a high school diploma or proof of high school equivalency (GED)
• Experience in clerical or office related work.
• Have a commitment to customer service

Preferred Qualifications

• Must be self-motivated
• Proficient with Microsoft Office and Excel
• Able to pay attention to details and accuracy in work production
• Proficient in data entry
• 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.

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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