Associate Customer Service Representative / Customer Service Representative -

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:

The Missouri Department of Revenue is seeking motivated and customer-focused individuals to join our team as an Associate Customer Service Representative or Customer Service Representative. This combined posting allows applicants to be considered for either position based on qualifications and experience. Both roles are essential in providing exceptional service to Missouri taxpayers and ensuring accurate and timely processing of transactions.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

• Respond to inquiries from taxpayers via phone, email, and in-person regarding laws, forms, and procedures as they pertain to the Department of Revenue.
• Assist customers with completing applications, forms, and resolving account issues.
• Review and process tax documents and payments for accuracy and compliance.
• Research and resolve discrepancies or complex customer issues using department systems and resources.
• Maintain detailed records of customer interactions and transactions.
• Provide clear and courteous communication while adhering to Department of Revenue policies and state regulations.

CORE COMPENTENCIES NEEDED:

• Customer Focus:
  • Demonstrates a commitment to meeting customer needs and providing exceptional service.
• Adaptability:
  • Adjusts to changing priorities, procedures, and technologies with ease.
• Attention to Detail:
  • Ensures accuracy in data entry, documentation, and communication.
• Problem Solving:
  • Identifies issues quickly and develops effective solutions.
• Teamwork:
  • Collaborates effectively with colleagues to achieve departmental goals.
• Integrity:
  • Maintains confidentiality and adheres to ethical standards in all interactions.
• Communication:
  • Clearly conveys information in both verbal and written formats.

QUALIFICATIONS:

Associate Customer Service Representative (Entry-Level):

• High school diploma or equivalent
• Strong communication and problem-solving skills
• Ability to learn and apply laws, rules, and procedures as they pertain to the Department of Revenue
• Basic computer skills and attention to detail

Customer Service Representative (Experienced Level):

• High school diploma or equivalent; some college coursework preferred
• One year of experience in customer service or clerical work, preferably in a tax or government setting
• Proficiency in interpreting and explaining complex regulations and policies
• Advanced computer skills and ability to handle multiple systems simultaneously

Additional Information:

• Training will be provided for both positions
• Salary and classification will be determined based on qualifications and experience
• Opportunities for advancement within the Department of Revenue

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 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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