Lead Customer Service Representative - 5044100

State-of-Missour; Jefferson City (MO); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Pension plan

Leave & holidays

Health insurance eligibility

Job summary

The State of Missouri's Taxation Division – Department of Revenue seeks a Lead Customer Service Representative to supervise and mentor team members in the Enforced Collections Unit. You will train new staff, allocate daily work, and maintain productive relationships to ensure accurate processing and excellent customer service.

Responsibilities include supervising, educating, and obtaining feedback to improve processes, monitoring the Genesys system, and producing daily production reports.

Qualifications

• High school diploma or equivalent required.
• Two+ years in customer service with leadership experience.
• Intermediate Excel skills required.
• Lean Six Sigma training or related programs preferred.

Responsibilities

• Review and distribute customer requests and documents for processing.
• Monitor Genesys System and ensure adequate phone line coverage for garnishment calls.
• Produce and maintain daily production reports for the unit.
• Train new employees on processing procedures and standards.
• Assign daily work priorities and supervise team performance.
• Monitor leave balances and approve leave events/timesheets in LeaveTrack.
• Supervise, educate, and obtain feedback to improve processes.
• Schedule monthly ENGAGE meetings with team members.

Skills

Leadership

Customer Service

Communication

Excel

Education

High school diploma or equivalency

Lean Six Sigma training/certification

Missouri Way / Leadership Academy training

Tools

Genesys System

LeaveTrack

Job description

Lead Customer Service Representative

Collections and Tax Assistance Bureau – Enforced Collections Unit

Taxation Division - 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:

The Lead Customer Service Representative will have the opportunity to provide direct supervisor and guidance to other Team members. Candidates will train and educate new team members while establishing and maintaining effective working relationships in an effort to provide every customer the best experienceevery time.

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.

• 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

CORE COMPENTENCIES NEEDED:

• Out of the Box Thinking
• Computer Literacy
• Customer Service
• Positive Attitude
• Attention to Detail
• Clear Communication
• Self-Starter
• Dependable
• Multi-Task Abilities

QUALIFICATIONS:

• Possession of a high school diploma or high school equivalency certificate
• Two or more years of customer service and leadership experience
• Intermediate Excel Skills
• 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.