Lead Customer Service Representative - 5044225

State-of-Missour; Jefferson City (MO); On-site; USD 45,000 - 60,000; Full time

Job summary

The Department of Revenue in Missouri seeks a Lead Customer Service Representative - Call Center to supervise a team delivering income, sales/use, and corporate tax support. You will set goals, monitor performance, and handle timesheets and leave requests, guiding agents and handling supervisor calls on tax questions.

Responsibilities include coaching staff, analyzing data to meet department goals, and ensuring high-quality service.

Qualifications

• High school diploma or GED is required.
• Two or more years of customer service and leadership experience.
• Intermediate Excel skills needed.

Responsibilities

• Manage, train, ENGAGE, and evaluate staff to deliver high customer service.
• Manage and document employee performance and attendance.
• Conduct and attend meetings as necessary.
• Communicate professionally with internal and external customers.
• Analyze data to determine production levels and department goals.
• Help develop departmental procedures, policies and standards.
• Participate in educational opportunities to increase knowledge.
• Maintain customer satisfaction with problem solving resources and process improvements.
• Improve quality by studying, evaluating, and redesigning processes.
• Oversee and track phone calls using the phone system.

Skills

Strategic Thinking

Computer Literacy

Effective Writing

Excel Skills

Self-Directed

Attention to Detail

Clear Communication

Fast Paced

Education

High school diploma or GED

Tools

Excel

Job description

Lead Customer Service Representative - Call Center

Department of Revenue

DOR’s 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 is a supervisory position in our Collection and Tax Assistance Call Center. The employee will be responsible for setting goals for their team, monitoring job performance, and tracking leave balances, leave requests and timesheets. They will also assist agents within the call center with questions and supervisor calls in regard to individual income tax and business tax which includes sales/use, withholding, and corporate tax.

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.

• Manage, train, ENGAGE, and evaluate staff to deliver a high standard of customer service
• Manage and document employee’s performance/attendance
• Conduct and attend meetings as necessary
• Communicate professionally with all internal and external customers
• Analyze data to determine the level of production and the steps necessary to achieve Department goals
• Help develop Departmental procedures, policies and standards
• Increase knowledge by participating in educational opportunities
• Maintain customer satisfaction by providing problem solving resources and process improvement techniques
• Improves quality by studying, evaluating, and re-designing processes
• Oversee and track phone calls using the phone system

CORE COMPETENCIES NEEDED:

• Strategic Thinking
• Computer Literacy
• Effective Writing
• Intermediate Excel Skills
• Self-Directed
• Attention to Detail
• Clear Communication
• Fast Paced

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

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.