Customer Service Manager - 5022005

State-of-Missour; Jefferson City (MO); On-site; USD 60,000 - 90,000; Full time

Job summary

State of Missouri Department of Revenue is seeking a Customer Service Manager for the Business Tax Bureau-Sales/Use Refunds Unit in Jefferson City. You will supervise staff, oversee sales/use and exemption processes, and drive excellent customer service across internal and external inquiries.

The role requires leadership, strong communication, and experience in process improvement. Competitive benefits accompany this supervisory position within a fast-paced state government environment.

Qualifications

• High school diploma or equivalency required.
• 5-7 years of relevant experience.
• Strong decision-making for coaching and team building.
• Training in continuous process improvement (Lean Six Sigma) preferred.
• Missouri Way/Leadership Academy training preferred.

Responsibilities

• Manage staff; communicate job expectations; review staff contributions.
• Maintain customer satisfaction by providing problem-solving resources and managing workflow.
• Assist in recruitment of new staff
• Conduct engage/evaluation reviews; train staff to deliver high standards of customer service
• Monitor staff leave balances and approve timesheets in LeaveTrack
• Provide assistance for Legal Counsel
• Analyze statistics to determine customer service levels
• Help develop customer service procedures, policies and standards
• Communicate professionally with internal and external customers
• Meet with managers to discuss improvements to customer service
• Update job knowledge through MO Learning courses and department offerings
• Assist in preparation of section reports
• Perform any additional duties as assigned

Skills

Analytical/Strategic Thinking

Computer Literacy

Strong Communication

Efficient

Process Management

Customer Service

Self-Directed

Attention to Detail

Clear Communication

Education

High school diploma or equivalent

Tools

LeaveTrack

Job description

Customer Service Manager

Business Tax Bureau-Sales/ Use Refunds Unit

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 sales/use and exemption section which processes sales, use and tire and battery protests and refund requests. In addition, it reviews sales and use tax exemption applications. The staff is very knowledgeable and the work is rewarding. This is a fast-paced work environment and each day brings something new.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

• Manage staff; communicate job expectations to staff; review and acknowledge contribution of staff
• Maintains customer satisfaction by providing problem-solving resources and managing staff work flow.
• Assist in recruitment of new staff
• Engage/Evaluation reviews; assist training staff to deliver a high standard of customer service
• Monitor staff’s leave balances, leave events, and approve timesheets in LeaveTrack
• Provide assistance for Legal Counsel
• Analyze statistics or other data to determine the level of customer service or production of work received/processed
• Help develop customer service procedures, policies and standards
• Communicate professionally with all internal and external customers by telephone, email, letter and in person
• Meet with managers and other supervisors to discuss possible improvements to customer service
• Update job knowledge by participating in educational opportunities such as MO Learning classes along with department offered courses
• Assist in the preparation of section reports
• Any additional duties, as assigned

CORE COMPETENCIES NEEDED

• Analytical/Strategic Thinking
• Computer Literacy
• Strong Communication
• Efficient
• Process Management
• Customer Service
• Self-Directed
• Attention to Detail
• Clear Communication

QUALIFICATIONS:

• Strong decision-making skills to provide new techniques for performance coaching and team building.
• High school diploma or high school equivalency certificate.
• 5-7 years of relevant experience. (Substitutions may be allowed.)
• 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.

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 [phone].

The State of Missouri is an equal opportunity employer.