Customer Service Supervisor - 5022218

State-of-Missour; Jefferson City (MO); On-site; USD 39,000 - 47,000; Full time

Benefits offered by this job

Defined pension plan

Paid leave and holidays

Health insurance eligibility

Job summary

Missouri Department of Revenue is seeking a Customer Service Supervisor within the Business Tax Bureau. The role leads a team responsible for Sales/Use refunds, protests, and exemptions, ensuring high-quality public service and efficient workflow.

Work focuses on coaching staff, evaluating performance, and collaborating with Legal Counsel and managers to implement service improvements while maintaining strong customer relations.

Qualifications

• Strong decision-making skills for performance coaching and team building.
• High school diploma or equivalency certificate.
• 5–7 years of relevant experience.

Responsibilities

• Supervises staff, trains and mentors; maintains customer satisfaction.
• Oversees refunds processing and exemptions workflows.
• Analyzes data to evaluate service levels and production.
• Develops customer service procedures and standards.
• Communicates professionally with internal and external customers.

Skills

Analytical Thinking

Strategic Thinking

Computer Literacy

Clear Communication

Attention to Detail

Self-Directed

Process Management

Customer Service

Education

High school diploma / GED

Job description

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.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

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

• 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.

CORE COMPENTENCIES 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.)

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.