Lead Customer Service Representative - 5022048

State of Missouri; Jefferson City (MO); On-site; USD 42,000 - 56,000; Full time

Job summary

Missouri Department of Revenue is seeking a Lead Customer Service Representative (Non-Supervisory) in the Sales/Use Tax Refunds & Exemptions Unit. You will research and process refund and exemption applications, respond to inquiries, and help Missourians navigate sales tax rules with accuracy and professionalism.

This non-supervisory role emphasizes thorough research, cross-training with the team, and balancing multiple workloads to ensure timely responses.

Qualifications

• Thoroughness and accuracy in work production.
• Self-motivation and ability to meet deadlines.
• 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 is preferable

Responsibilities

• Review Sales and Use Tax refund applications, Sales and Use Tax Exemption Applications, and related correspondence.
• Respond to inquiries by phone and email about refunds and taxability.
• Process applications and refunds for data storage exemptions.
• Handle protests of denied refunds and delinquencies.
• Work closely with the General Counsel's Office.
• Assist with incoming mail and build refund cases in Revenue Premier.
• Cross-train with other roles in the Refund and Exemption section.
• Balance multiple workloads to ensure timely responses.

Skills

Analytical Thinking

Strategic Thinking

Computer Literacy

Strong Communication

Efficient

Process Management

Customer Service

Self-Directed

Attention to Detail

Organizational Skills

Education

High School Diploma or GED

Job description

Lead Customer Service Representative (Non-Supervisory)

Business Tax Bureau - Sales/Use Tax Refunds & Exemptions Unit

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

If you want to serve your public by assisting Missourians with refunds and exemptions from sales tax, this position is the one for you. The Business Tax Initial Review and Exemptions team processes registration applications for nonprofit organizations, reviews sales and use tax refund applications, and assists customers with inquiries related to sales and use taxability. In this section, you will do thorough research and gain an understanding of Missouri’s sales tax statutes and regulations in order to assist customers with all their tax-exempt needs.

Duties Performed To Support The Department’s Vision

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

• Review Sales and Use Tax Refund Applications, Sales and Use Tax Exemption Applications, and technical correspondence.
• Respond to internal and external customer inquiries by phone and email concerning refund claims and taxability questions.
• Review and process applications and refund claims for Department of Economic Development data storage exemptions.
• Process sales and use tax protests of denied refund claims and delinquencies.
• Review and process applications for direct pay exemptions.
• Work closely with the department’s General Counsel’s Office.
• Receive incoming mail and assist with building refund cases in Revenue Premier.
• Participate in cross education of all job functions in the Sales and Use Tax Refund and Exemption section within the department.
• Balance multiple incoming and existing workloads to ensure timely response to customer correspondence and completion of refund claims.

Core Compentencies Needed

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

Qualifications

• Thoroughness and accuracy in work production
• Self-motivation and ability to meet deadlines
• 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 is preferable

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.