Customer Service Supervisor

Job Summary - Why you'll love this position

Customer Service Supervisor

Business Tax Bureau - Sales and Use Refunds Section

Department of Revenue

Annual Salary: $43,089.60

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:

The staff is very knowledgeable, the work is rewarding and each day brings something new. This position will allow you to utilize your technical and professional skills. Responsible for providing support to the Customer Service Manager in the Sales/Use Refunds and Exemptions Section; overseeing the sales/use protests, initial review of refunds, and exemptions work; and ensuring the department delivers the highest level of customer service possible.


Responsibilities - What you'll do

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.

• Supervises staff, trains, coaches, and mentor's employees. Maintains customer satisfaction by providing problem-solving resources and managing staff workflow.
• Assist in recruiting new staff.
• Engage/Evaluation reviews; assist training staff to deliver a high standard of customer service.
• Lead a team of customer service staff.
• Monitor staff's leave balances, leave events, and approve time sheets in Leave Track.
• Provide assistance for Legal Counsel.
• Analyze statistics or other data to determine the level of customer service or production of work received/processed.
• Help develop customer service procedures, policies and standards.
• Communicate professionally with all internal and external customers by telephone, email, letter and in person.
• Meet with other managers to discuss possible improvements to customer service.
• Investigate and provide customer service to resolve customer's questions, discrepancies and balance dues. Enlist the efforts of senior management when necessary to accelerate this process.
• Update job knowledge by participating in educational opportunities such as MO Learning classes along with department offered courses.
• Maintain customer satisfaction by providing problem solving resources, trends and ways to improve customer experience.
• Manage staff; communicate job expectations to staff; review and acknowledge contribution of staff.
• Assist in the preparation of section reports.
• Any additional duties, as assigned.

Qualifications - All you need for success

CORE COMPENTENCIES NEEDED:

• Analytical/Strategic Thinking
• Computer Literacy
• Strong Communication
• Efficient
• Process Management
• Customer Service
• Self-Directed
• Attention to Detail
• Clear Communication

QUALIFICATIONS:

• Strong decision-making skills to provide new techniques for performance coaching and team building.
• High school diploma or high school equivalency certificate.
• 5-7 years of relevant experience. (Substitutions may be allowed.)

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.