Lead Customer Service Representative

Lead Customer Service Representative (Non-Supervisory)

Quality Review - Taxation Division - 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 non-supervisory position, that will allow you to utilize your technical and professional skills within the Tax Credit Unit of the Income Tax Bureau of the Taxation Division.

This position works with the Department's most complex tax credit programs; verifying receipt of proper documentation to authorize, issue, redeem, and transfer credits. You will utilize your customer services skills and attention to detail. Our team is knowledgeable, our work is rewarding, and each day brings something new.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT'S VISION:

• Work with individual income tax returns, corporate income tax returns, and property tax credit claims to analyze & adjust returns.
• Gain knowledge of Missouri's tax credit programs to become a subject matter expert to accurately authorize, issue, and redeem such tax credits based on policies and procedures.
• Utilize knowledge gained to communicate professionally with all internal and external customers by telephone, email, letter and in person in a timely manner.
• Assist in development of procedures and policies for new and existing tax credit programs.
• Maintain customer satisfaction by providing problem solving resources and ways to improve the customer experience.
• Assist with monitoring of Tax Credit Accountability Notification and associated penalty assessment.
• Test system changes during new tax credit implementation.
• Train staff on tax credit functions.
• Stay abreast of changes in legislation.

CORE COMPETENCIES NEEDED:

• Strategic Thinking
• Computer Literacy
• Effective Writing
• Self-Directed
• Attention to Detail
• Clear Communication
• Analytical Thinking
• Efficient
• Customer Service Skills
• Decision Making Abilities
• Team Building Skills
• Managerial Techniques

QUALIFICATIONS:

• Possess high school diploma or high school equivalency certificate.
• One to two years of relevant experience in licensing, registration, collections, tax preparation, tax processing, accounting, bookkeeping, auditing, or closely related work.
• Working knowledge of the individual and corporate income tax returns.
• Skills in analyzing and understanding rules procedures and statutes.
• Attention to detail.
• Ability to research, clarify, explain, and resolve non-routine issues independently.
• Training, certification, and/or education in continuous process improvement programs such as Lean Six Sigma as well as completion of Missouri Way, Leadership Academy, and similar programs is preferred.

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 View phone number on click.appcast.io.


The State of Missouri is an equal opportunity employer.