Senior Customer Service Lead – Tax Call Center

State of Missouri

Jefferson City (MO)

On-site

USD 52,000 - 66,000

Full time

2 days ago

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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.