Customer Service Manager - Field Compliance - Nexus

Customer Service Manager

Field Compliance Manager - Nexus

Department of Revenue

DOR VISION: To establish an environment that fosters confidence and trust by successfully utilizing technology, employing resources, and meeting customer needs

HOW THIS POSITION SUPPORTS THE DEPARTMENT’S VISION:

This position will allow you to utilize your supervisory, technical and professional skills. The position is responsible for overseeing the Nexus section which is responsible for identifying and notifying businesses who are non-filers and under-reporters.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

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

• Supervise 15 employees
• Communicate job expectations to staff; review and acknowledge contributions
• Maintains customer satisfaction by providing problem-solving resources and managing staff workflow
• Assist with the recruitment of new staff
• Conduct evaluations and assist training staff to deliver a high standard of customer service
• Monitor leave balances, leave events, and approve timesheets in Leave Track
• Set up new programs, update program letters, review lead lists for programs and test programs before loading into production
• Create and test system performance issues
• Create and update procedures
• Review ENT payments and reports; review VDA agreements
• Perform any additional duties as assigned

CORE COMPENTENCIES NEEDED:

• Analytical/Strategic Thinking
• Computer Literacy
• Strong Communication
• Efficient
• Process Management
• Customer Service
• Self-directed
• Team Building Skills
• Performance Coaching Techniques
• Strong Decision-Making Skills

QUALIFICATIONS:

• High school diploma or high school equivalency certificate
• 5-7 years of relevant customer service experience and 2-4 years of supervisory experience
• Strong decision-making skills to provide new techniques for performance coaching and team building
• Knowledge and understanding of Sales/Use, Withholding and Corporate Tax policies and procedures
• Professional or technical experience in statute interpretation
• Comprehensive knowledge of management principles, supervisory methods, and organizational practices
• Preferred candidate demonstrates expertise in taxation policies and procedures and excels in clear, concise communication with staff and the citizens of Missouri

More reasons to love this position:

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 .

Individual(s) selected for this position may receive a higher rate based on a pay differential (e.g., shift or time-of-service pay).

PLEASE DIRECT ANY QUESTIONS ABOUT THIS POSITION TO:

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

The State of Missouri is an equal opportunity employer.

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• State of Missouri

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