Lead Customer Service Leader - Training & Ops

State of Missouri; Jefferson City (MO); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Defined pension plan

Generous leave and holidays

Health insurance eligibility

Total Compensation Calculator

Job summary

State of Missouri's Taxation Division in Jefferson City seeks a Lead Customer Service Representative for the Collections and Tax Assistance Bureau – Enforced Collections Unit. You will supervise and mentor team members, train new staff, and ensure high-quality customer service in wage garnishment and related processes.

The role requires a high school diploma, 2+ years in customer service and leadership, and solid Excel skills.

Qualifications

• High school diploma or equivalent.
• 2+ years of customer service and leadership experience.
• Intermediate Excel skills.
• Lean Six Sigma training or related program preferred.

Responsibilities

• Review and distribute customer requests and documents to be processed within the unit.
• Monitor Genesys system and ensure the garnishment phone line has adequate coverage for calls in queue.
• Produce and maintain production reports for daily functions completed by the unit.
• Establish and maintain ongoing positive working relationships by communicating effectively.
• Train new employees on processing procedures.
• Assign daily work priorities to team members for processing timely.
• Monitor employee leave balances and approve leave events and timesheets in LeaveTrack.
• Supervise, educate, monitor and obtain feedback from team members to improve processes.
• Schedule monthly ENGAGE meetings with all team members.

Skills

Leadership

Customer Service

Excel

Training

Communication

Multi-tasking

Self-Starter

Education

High School Diploma or GED

Tools

Genesys System

LeaveTrack

Job description

State of Missouri's Taxation Division in Jefferson City seeks a Lead Customer Service Representative for the Collections and Tax Assistance Bureau – Enforced Collections Unit. You will supervise and mentor team members, train new staff, and ensure high-quality customer service in wage garnishment and related processes.

The role requires a high school diploma, 2+ years in customer service and leadership, and solid Excel skills.