Lead Customer Service Representative - 3022027

State-of-Missour; Jefferson City (MO); On-site; USD 42,000 - 54,000; Full time

Job summary

The Missouri Department of Revenue is seeking a Lead Customer Service Representative (MVDL) to serve as a subject matter expert in the Motor Vehicle Bureau and to assist staff with day-to-day operations.

The role involves researching complex inquiries, guiding staff, and assisting with workflow management and training to ensure accurate processing of licensing, registration, and tax-related tasks. Strong communication and organizational skills are essential.

Qualifications

• HS diploma or equivalent required.
• Knowledge of Department of Revenue policies, procedures, and operations.
• Knowledge of laws, statutes, rules, and regulations relevant to the area.
• Knowledge of computer systems and software used by the area.
• Four or more years in licensing, registration, tax processing, accounting, auditing, or related work.

Responsibilities

• Research and respond promptly to complex technical correspondence and phone questions.
• Provide leadership and guidance to staff; distribute and adjust workload; inform staff of new regulations and forms.
• Assist in processing complex workflow transactions; help generate weekly/monthly production and backlog reports.
• Assist with supervision and training within the section as needed.

Skills

Strategic Thinking

Computer Literacy

Effective Writing

Self-Directed

Attention to Detail

Clear Communication

Education

High school diploma or equivalency

Job description

Lead Customer Service Representative (MVDL)

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:

Using your knowledge to operate as a subject matter expert in the Motor Vehicle Bureau and to assist staff with day-to-day operations.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

• Research and respond rapidly to complex technical correspondence and telephone call questions.
• Provide leadership and guidance to employees within their assigned section; distribute and adjust unit workload; inform employees of new and revised laws, regulations, policies, procedures, systems and forms.
• Assist in processing complex workflow transactions. Assist supervisors with weekly and monthly production and backlog reports for the assigned section.
• Assist with supervision and training within the section as needed.

CORE COMPETENCIES NEEDED:

• Strategic Thinking
• Computer Literacy
• Effective Writing
• Self-Directed
• Attention to Detail
• Clear Communication

QUALIFICATIONS:

• Possess a high school diploma or high school equivalency certificate. (Substitutions may be allowed)
• Comprehensive knowledge of the policies, procedures, and operations of the Department of Revenue.
• Comprehensive knowledge of laws, statutes, rules, and regulations applicable to the assigned area.
• Comprehensive knowledge of computer systems and software applications utilized by the assigned area.
• Four or more years of experience in licensing, registration, collections, tax preparation, tax processing, accounting, bookkeeping, auditing, or closely related work.

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.