Lead Customer Service Representative

Job Description:

Lead Customer Service Representative

Description

Lead Customer Service Representative (LOB)

Central Branch - Department of Revenue

DOR’s 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 Lead Customer Service Representative will have the opportunity to convey the Department of Revenue vision and assist the direct supervisor in management and day to day activities of the team. Candidates will train and educate new team members while establishing and maintaining effective working relationships. An ideal candidate will be very detail oriented, have great customer service skills, have leadership skills, are organized, and could process complex work with dedication to ensuring customer satisfaction. Department of Revenue offers many opportunities for career development and growth.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

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

• Explain laws, regulations, and procedures
• Search computerized records and files
• Accurately communicate the requested information to customers either in person or on the telephone
• Process requests concerning all phases of motor vehicle transactions
• Assist direct supervisor with quality control
• Assist direct supervisor with all aspects of training, supervision, employee engages, weekly and monthly production and backlog reports for the assigned section, employee interviews for the Central Branch and be able to step into a supervisory roll if the supervisor is not available
• Track and reconcile inventory
• Track and reconcile Department funds
• Research and respond rapidly to complex technical correspondence, in person and telephone call questions
• Assist in processing complex workflow transactions

CORE COMPETENCIES NEEDED:

• Strategic Thinking
• Computer Literacy
• Effective Writing
• Self-Directed
• Attention to Detail
• Clear Communication
• Proficient Typist
• Organizational Abilities

QUALIFICATIONS:

Three or more years of experience in clerical or general office support work, of which two or more years must have included licensing, registration, collections, tax preparation, tax processing, accounting, bookkeeping, auditing, or closely related work

Preferred Qualifications :

• 2-4 years of experience in motor vehicle policies and procedures
• Upbeat and positive attitude
• Ability to clearly communicate with customers in person, over the phone or via written correspondence
• Possess a high school diploma or high school equivalency certificate (Substitutions may be allowed)
• Comprehensive knowledge of the policies, procedures, and operations of the Department of Revenue
• Comprehensive knowledge of laws, statutes, rules, and regulations applicable to the assigned area
• Comprehensive knowledge of computer systems and software applications utilized by the assigned area

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.

Salary:

$47,472 per Year