Lead Customer Service Representative

Job Summary - Why you'll love this position

Lead Customer Service Representative (Supervisory)

MyTax Portal Unit - Collections and Tax Assistance Bureau

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 position is a customer service leadership position in the Collections and Tax Assistance Bureau. As a Lead Customer Service Representative you will lead, set goals, monitor job performance and track leave for a team who oversees the Missouri MyTax Portal functions. MyTax Portal is an online resource for businesses to file and pay their taxes and individuals can view their account and pay their taxes. You and your team will answer emails and phone calls regarding the portal and portal accounts. You will also report issues found and test new functions of the portal. To be successful in this role you will need good communication skills, a background in customer service, and show attention to detail.

Responsibilities - What you'll do

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT'S VISION:

• Provide direct supervision and guidance to individuals in the Portal Unit
• Produce and maintain production reports
• Hold monthly ENGAGE meetings with team members
• Monitor calls and daily work
• Continually educate team members
• Assign work priorities to team members.
• Monitor staff's leave balances and approve timesheets in Leave Track
• Process tax documents.
• Communicate professionally with all internal and external customers by telephone, email, chat, letter and in person
• Collaborate with team members and co-leaders to improve current processes
• Test new portal functions
• Research and problem solve issues with the portal
• Analyze customers' questions to recommend improvements

CORE COMPENTENCIES NEEDED:

• Strategic Thinking
• Computer Literacy
• Assertiveness
• Effective writing
• Reliable
• Self-Directed
• Attention to Detail
• Excellent Communication Skills

Qualifications - All you need for success

QUALIFICATIONS:

• Possess a high school diploma or proof of high school equivalency (GED)
• Experience in clerical or office related work.
• Have a commitment to customer service
• Ability to communicate effectively

Preferred:

• Previous supervisory or team lead experience is preferred
• Working knowledge of the MyTax Portal
• Self-motivated
• Proficient with Microsoft office and excel
• Able to pay attention to details and accuracy in work production

Job Details - More reasons to love this position

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).

Contact Details - If you have questions or require any accommodations to participate in the application or interview process please contact:

PLEASE DIRECT ANY QUESTIONS ABOUT THIS POSITION TO:

The Missouri Department of Revenue Human Resources office at View phone number on click.appcast.io.


The State of Missouri is an equal opportunity employer.