Lead Customer Service Representative

Lead Customer Service Representative (Supervisory)

(Position #5342-5033035)

Processing Bureau - Return Processing

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 person in this position will provide direct supervision and guidance to team members that process income tax returns and payments. This Lead Customer Service Representative will train and educate new team members while establishing and maintaining effective working relationships to provide every customer the best experience every time.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

This description may not include all the duties, knowledge, skills, or abilities associated with this title.

• Oversee the review and processing of various payment transaction types
• Establish and maintain ongoing positive working relationships by communicating effectively
• Train new team members and cross train current team members on processing functions
• Update processing procedures and training material with any updates as needed
• Assign daily work priorities to team members to ensure returns and payments are processed timely
• Provide excellent customer service to individuals asking about their accounts
• Supervise, educate, monitor, and obtain feedback from team members to improve processes
• Conduct performance meetings and evaluations with team members
• Compile daily backlog information and review team member production
• Perform other related work as assigned and/or needed.

CORE COMPETENCIES NEEDED:

• Strategic Thinking
• Computer Literacy
• Assertiveness
• Effective Writing
• Self-Directed
• Attention to Detail
• Clear Communication
• Reliable
• Organization and Time Management

QUALIFICATIONS:

• Four or more years of experience in tax preparation, processing review, collections or closely related work
• Ability to communicate effectively
• Ability to organize, assign, and evaluate a variety of payment related functions
• Plan, organize, assign, and evaluate the work of staff. Ability to prepare, analyze, interpret, and present reports
• 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
• Experience with Microsoft Excel preferred
• Previous supervisory or team lead experience is preferred

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).

PLEASE DIRECT ANY QUESTIONS ABOUT THIS POSITION TO:

The Missouri Department of Revenue Human Resources office at (573) 751-1291.

The State of Missouri is an equal opportunity employer.

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• State of Missouri

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