Lead Customer Service Representative - 09.14.2026

State of Missouri; Jefferson City (MO); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Defined pension plan

Generous leave and holidays

Health insurance coverage

Job summary

The Department of Revenue in Missouri is seeking a Lead Customer Service Representative - Tax Credit (Supervisory) to oversee the Tax Credit Unit within the Quality Review Section. You will supervise, train, coach, and manage workflow, ensuring accurate processing and high-level customer service.

You will also drive process improvements and monitor service metrics to enhance the customer experience. Ideal candidates have strong leadership, data analysis skills, and a commitment to continuous

Qualifications

• High school diploma or GED required; four+ years in licensing, registration, collections, tax processing, accounting, bookkeeping, auditing, or closely related work.
• Lean Six Sigma training or certification and leadership development programs preferred.
• Commitment to continuous process improvement and staff development.

Responsibilities

• Oversee and supervise the Tax Credit Unit within the Quality Review Section.
• Train, coach, and manage workflow of team members to deliver high-quality customer service.
• Analyze data to determine production levels and accuracy; develop procedures and standards.
• Respond to inquiries related to tax credits and maintain knowledge of tax credits administered by the department.
• Provide ongoing staff development and communicate service metrics to improve customer experience.

Skills

Attention to Detail

Analytical Thinking

Clear Communication

Team Building Skills

Education

High school diploma or GED

Lean Six Sigma training or certification

Leadership Academy / Missouri Way training

Job description

Lead Customer Service Representative - Tax Credit (Supervisory)

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 technical and professional skills as you will be responsible for overseeing the Tax Credit Unit in the Quality Review Section to ensure that the department delivers the highest level of customer service. This position will supervise, train, coach, and manage the workflow of our team members. You will also ensure customer satisfaction by providing problem-solving resources. Our team is knowledgeable our work is rewarding and each day brings something new.

Duties Performed To Support The Department’s Vision

• Manage, train, engage, and evaluate staff to deliver a high standard of customer service
• Communicate professionally with all internal and external customers by telephone, email, letter and in person
• Meet with other supervisory staff to discuss and take action to manage workflow
• Analyze statistics or other data to determine the level of production of work received/processed and confirm accuracy
• Help develop procedures, policies and standards, Prepare all necessary section reports
• Analyze and respond to inquires related to tax credits
• Acquire and maintain knowledge of tax credits administered by the Department of Revenue
• Stay informed about tax credits administered by other agencies
• Update job knowledge by participating in educational opportunities (Mo Learning classes along with department courses)
• Maintain customer satisfaction by providing problem solving resources and ways to improve the customer experience
• Improves quality by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results

Core Competencies Needed

• Strategic Thinking
• Computer Literacy
• Effective Writing
• Self-Directed
• Attention to Detail
• Clear Communication
• Analytical Thinking
• Efficient
• Customer Service Skills
• Decision Making Abilities
• Team Building Skills
• Managerial Techniques

Qualifications

• Possess high school diploma or high school equivalency certificate
• Four or more years of experience in licensing, registration, collections, tax preparation, tax processing, accounting, bookkeeping, auditing, or closely related work
• 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.