Lead Customer Service Representative

Job Description:

Lead Customer Service Representative

Description

Lead Customer Service Representative (Supervisory)

Income Tax Bureau - Quality Review Section

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 technical and professional skills as you will be responsible for overseeing the Quality Review Section to ensure that the department delivers the highest level of customer service. This position will supervise, train, coach, and manage the workflow of our team members. You will also ensure customer satisfaction by providing problem-solving resources. Our team is knowledgeable our work is rewarding, and each day brings something new.

The State of Missouri is an equal opportunity employer.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

• Manage, train, engage, and evaluate staff to deliver a high standard of customer service
• Communicate professionally with all internal and external customers by telephone, email, letter and in person
• Meet with other supervisory staff to discuss and take action to manage workflow
• Analyze statistics or other data to determine the level of production of work received/processed and confirm accuracy
• Help develop procedures, policies and standards, Prepare all necessary section reports
• Coordinate with external vendors to continue to develop and maintain fraud programs
• Update job knowledge by participating in educational opportunities (Mo Learning classes along with department courses.)
• Maintain customer satisfaction by providing problem solving resources and ways to improve the customer experience.
• Improves quality by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.

CORE COMPETENCIES NEEDED:

Strategic Thinking Computer Literacy Effective Writing Self-directed

Attention to Detail Clear Communication Analytical Thinking Efficient

Customer Service Skills Decision Making Abilities Team Building Skills Managerial Techniques

QUALIFICATIONS:

• Possess high school diploma or high school equivalency certificate, and
• Four or more years of experience in licensing, registration, collections, tax preparation, tax processing, accounting, bookkeeping, auditing, or closely related work.
• 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.

Salary:

$40,660.80 per Year