Lead Customer Service Representative

Lead Customer Service Representative

Call Center / Education Team

Department of Revenue

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

H OW THIS POSITION SUPPORTS THE DEPARTMENT’S VISION:

This is a supervisory position over Customer Service Representatives (CSR) in our Collection and Tax Assistance Call Center. This position assists the Staff Development Trainer in providing guidance and education to all new and seasoned employees in the contact center, for a total of 63 CSR's. They will also assist agents within the call center with questions and supervisor calls in regard to tire and battery fees, individual income tax and business tax which includes sales/use, withholding, and corporate tax.

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.

• Educate/train all new Call Center employees
• Educate and conduct refresher courses for all contact c enter employees on seasonal related topics and any changes in tax law, processing, systems, updates, etc.
• Produce, update and maintain educational material. Including but not limited to PowerPoints, handouts, refresher courses, online education, and testing documents
• Update and maintain the Q&A Intranet site for frontline staff to utilize when answering calls
• Conduct interviews and submit hiring recommendations
• Monitor employee calls for accuracy and provide feedback
• Establish and maintain positive working relationships by communicating effectively with the Call Center staff, internal customers, and external customers
• Conduct and attend educational meetings as necessary
• Increase knowledge by participating in educational opportunities
• Maintain customer satisfaction by providing problem solving resources and process improvement techniques
• Ability to lead, guide, and coach others to support the Department’s Vision, Mission, and Values

CORE COMPETENCIES NEEDED:

• Strategic Thinking
• Computer Literacy
• Effective Writing
• Intermediate Excel Skills
• Self-Directed
• Attention to Detail
• Clear Communication
• Fast paced

QUALIFICATIONS:

• Possession of a high school diploma or high school equivalency certificate
• Two or more years of customer service and leadership experience
• Intermediate Excel Skills

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 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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