Lead Customer Service Representative - 5044225

State of Missouri; Jefferson City (MO); On-site; USD 52,000 - 66,000; Full time

Job summary

The State of Missouri's Department of Revenue seeks a Lead Customer Service Representative in Jefferson City to supervise the Call Center, set goals, monitor performance, and assist agents with income tax and business tax questions. This role requires strong leadership, coaching, and effective writing.

You will analyze data, help develop procedures, and promote continuous improvement to maintain high customer satisfaction.

Qualifications

• High school diploma or equivalent.
• Two or more years of customer service and leadership experience.
• Intermediate Excel skills.

Responsibilities

• 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 production levels and meet 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.
• Improve quality by studying, evaluating, and redesigning processes.
• Oversee and track phone calls using the phone system.

Skills

Customer service

Leadership

Communication

Attention to detail

Strategic thinking

Computer literacy

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.