Lead Customer Service Representative

Job Description:

Lead Customer Service Representative

Description

Lead Customer Service Representative

Business Tax Bureau- Exemptions & Sales/ Use Refunds Unit

Department of Revenue

Annual Salary: $ 40,660.80

Location: 301 W. High Street, Jefferson City, MO

DOR’s Vision: To provide every customer the best experience every time.

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 and supervision to the Exemptions Unit in the Sales/Use Refunds and Exemptions Section, and ensuring the department delivers the highest level of customer service possible.

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 mentors employees. Maintains customer satisfaction by providing problem-solving resources and managing staff work flow.
• Assist in recruitment of new staff
• Engage/Evaluation reviews; assist training staff to deliver a high standard of customer service
• Monitor staff’s leave balances, leave events, and approve timesheets in LeaveTrack
• 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
• 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 the customer experience
• Manage staff; communicate job expectations to staff; review and acknowledge contribution of staff
• Assist in the preparation of section reports and any other additional duties as assigned.

CORE COMPENTENCIES NEEDED:

Analytical/ Strategic Thinking Computer Literacy Strong Communication

Efficient Process Management Customer Service

Self-directed Attention to Detail Clear Communication

QUALIFICATIONS:

• Possess high school diploma or a high school equivalency certificate, and
• 4-6 years of relevant experience. (Substitutions may be allowed.)

PLEASE DIRECT ANY QUESTIONS ABOUT THIS POSITION TO:

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

Salary:

$40,660.80 per Year