Lead Customer Service Representative

Lead Customer Service Representative -Tax Clearance 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.

As a State of Missouri employee, you impact the well-being of Missouri's communities every day. The Department of Revenue's mission is to enhance the lives of Missourians by anticipating their tax, motor vehicle and driver licensing needs. We strive to provide exceptional customer service, be good stewards of the people's money, make data driven decisions, while fostering a positive work environment. Our team members live our values of integrity, service, respect, and community.

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 the Tax Clearance Unit and Tax Office. You and your team will issue Certificates of No Tax Due and Tax Clearance Certificates to customers, upon request. You will answer emails, chats, letters, and telephone calls regarding No Tax Dues and Tax Clearances. You will help the customer resolve tax delinquencies. You will also oversee operations of the Tax Office. To be successful in this role you will need good communication skills, a background in customer service and show attention to detail.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT'S VISION:

• Provide direct supervision and guidance to team members in the Tax Clearance Unit and Tax Office
• Produce and maintain production reports
• Hold monthly ENGAGE meetings with team members
• Monitor calls and daily work
• Conduct interviews to hire the best candidates for the team
• Continually educate team members
• Assign work priorities for 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 processes
• Analyze customers' questions to recommend improvements

CORE COMPENTENCIES NEEDED:

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

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

Preferred:

• Self-motivated
• Proficient with Microsoft office and excel
• Able to pay attention to details and accuracy in work production
• Experience with business and corporate taxes

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.