Lead Customer Service Representative - 5044226

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

Job summary

State of Missouri's Department of Revenue is seeking a Lead Customer Service Representative - Call Center to supervise the Collection and Tax Assistance Call Center team. You will set goals, monitor performance, and manage timesheets while supporting agents with questions and supervisor calls.

You will assist with individual income tax and business tax questions, including sales/use, withholding, and corporate tax, and analyze data to drive efficiency and service quality.

Qualifications

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

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 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

Skills

Customer service

Leadership

Excel

Communication

Data analysis

Education

High school diploma or equivalent

Job description

Lead Customer Service Representative - Call Center

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:

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 regards 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.