Customer Service Supervisor - 5022218

State of Missouri; Jefferson City (MO); Vor Ort; USD 39.000 - 47.000; Vollzeit

Zusammenfassung

State of Missouri's Department of Revenue seeks a Customer Service Supervisor for the Business Tax Bureau, Sales and Use Refunds Section. The role manages staff, oversees refunds and exemptions processing, and works to ensure the department delivers top-tier service to taxpayers and internal customers.

The ideal candidate brings strong leadership, communication, and data analysis skills, with 5–7 years of relevant experience and a high school diploma.

Qualifikationen

• 5-7 years of relevant experience. Substitutions may be allowed.
• Supervisory and staff development experience preferred.
• Ability to analyze data and improve customer service processes.

Aufgaben

• Supervises staff, trains, coaches, and mentors employees; maintains customer satisfaction.
• Assist in recruiting new staff.
• Engage/evaluation reviews; assist training staff to deliver high standards of service.
• Lead a team of customer service staff.
• Monitor staff leave balances and approve time sheets.
• Provide assistance for Legal Counsel.
• Analyze statistics to determine service levels and workload.
• Develop customer service procedures, policies and standards.
• Communicate professionally with internal and external customers by phone, email, letter and in person.
• Meet with managers to discuss improvements to customer service.
• Investigate and resolve customer questions and balance discrepancies.
• Update job knowledge via MO Learning and other courses.
• Maintain customer satisfaction with problem solving and service improvements.
• Manage staff; communicate expectations; acknowledge contributions.
• Assist in preparing section reports.
• Any additional duties as assigned.

Kenntnisse

Analytical Thinking

Strategic Thinking

Computer Literacy

Strong Communication

Efficient

Process Management

Customer Service

Self-Directed

Attention to Detail

Clear Communication

Decision Making

Ausbildung

High school diploma or equivalent

Jobbeschreibung

Customer Service Supervisor

Business Tax Bureau - Sales and Use Refunds Section

Annual Salary: $43,089.60

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

The staff is very knowledgeable, the work is rewarding and each day brings something new. This position will allow you to utilize your technical and professional skills. Responsible for providing support to the Customer Service Manager in the Sales/Use Refunds and Exemptions Section; overseeing the sales/use protests, initial review of refunds, and exemptions work; and ensuring the department delivers the highest level of customer service possible.

Customer Service Supervisor

Business Tax Bureau - Sales and Use Refunds Section

Department of Revenue

Annual Salary: $43,089.60

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

The staff is very knowledgeable, the work is rewarding and each day brings something new. This position will allow you to utilize your technical and professional skills. Responsible for providing support to the Customer Service Manager in the Sales/Use Refunds and Exemptions Section; overseeing the sales/use protests, initial review of refunds, and exemptions work; and ensuring the department delivers the highest level of customer service possible.

• Supervises staff, trains, coaches, and mentor's employees. Maintains customer satisfaction by providing problem-solving resources and managing staff workflow.
• Assist in recruiting new staff.
• Engage/Evaluation reviews; assist training staff to deliver a high standard of customer service.
• Lead a team of customer service staff.
• Monitor staff’s leave balances, leave events, and approve time sheets in Leave Track.
• 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 other managers to discuss possible improvements to customer service.
• Investigate and provide customer service to resolve customer’s questions, discrepancies and balance dues. Enlist the efforts of senior management when necessary to accelerate this process.
• Update job knowledge by participating in educational opportunities such as MO Learning classes along with department offered courses.
• Maintain customer satisfaction by providing problem solving resources, trends and ways to improve customer experience.
• Manage staff; communicate job expectations to staff; review and acknowledge contribution of staff.
• Assist in the preparation of section reports.
• Any additional duties, as assigned.

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

• 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.)

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.