Customer Service Manager

Customer Service Manager

Business Tax Bureau - Excise Tax

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 which oversees one (1) assistant supervisor, three (3) non-supervisory Lead Customer Service Representatives (LCSR) and two (2) supervisory LCSRs. The person in this position oversees multiple monthly and annual tax distributions to MODOT, local city and county governments, and taxpayers. The person in this position directly supports the administrative manager; interacts with the Attorney General's Office, the Department's General Counsel and Criminal Investigation Bureau. This position oversees the employees in the Excise Tax section. This section processes motor fuel tax returns, processes tobacco and financial institutions taxes and returns, motor fuel tax consumer refunds, as well as payments for insurance. The section actively cross educates employees in the various other functions of the section. Candidates of interest will possess a background in customer service and will have a proven attention to detail. Your work not only can assist Missouri taxpayers with compliance, but it can directly impact the distribution of tax funds to MODOT and local city/county governments/taxpayers as well.

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.

• Provide daily supervision to employees in the motor fuel, tobacco, financial institutions and county fee units
• Review proposed legislation and assist in determining possible impact to the Department
• Assist in the development of procedures, form revisions, and system updates as a result of legislative changes
• Oversee the daily operations of the Excise Tax Section
• Compile and submits monthly production reports
• Interview prospective employees
• Prepare and conduct monthly Engage meetings
• Coach and mentor employees
• Develop and maintain measures to assess the performance of staff
• Participate and lead test teams
• Act independently without specific instruction
• Perform other related work as assigned and/or needed
• Review and approve monthly distributions
• Complete morning deposits and transfers in Central Bank
• Enter and Approve refunds for motor fuel, insurance, cigarette tax, and financial institutions tax

CORE COMPENTENCIES NEEDED:

• Analytical/Strategic Thinking
• Computer Literacy
• Reliable
• Customer Service
• Attention to Detail
• Self-Motivated
• Clear Communication

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

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.