Customer Service Manager - Tax & Refunds Unit

State of Missouri; Jefferson City (MO); On-site; USD 70,000 - 100,000; Full time

Job summary

The State of Missouri's Department of Revenue, Business Tax Bureau - Sales/Use Refunds Unit, seeks a Customer Service Manager to supervise staff and oversee sales/use tax protests, exemption reviews, and refunds. The role blends leadership with technical tax processes in a fast-paced environment.

You will guide workflow, mentor staff, participate in recruitment, and help shape customer service policies while communicating with internal and external customers by phone, email, and in person.

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.

Responsibilities

• 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

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 high school equivalency certificate

5-7 years of relevant experience

Job description

The State of Missouri's Department of Revenue, Business Tax Bureau - Sales/Use Refunds Unit, seeks a Customer Service Manager to supervise staff and oversee sales/use tax protests, exemption reviews, and refunds. The role blends leadership with technical tax processes in a fast-paced environment.

You will guide workflow, mentor staff, participate in recruitment, and help shape customer service policies while communicating with internal and external customers by phone, email, and in person.