Customer Service Manager

Customer Service Manager - Income Tax Bureau - Quality Review Section

Department of Revenue

Annual Salary: $46,780.56

Location: Truman Building - 301 West High Street, Jefferson City, MO

DOR’s vision is to provide every customer the best experience every time.

HOW THIS POSITION SUPPORTS THE DEPARTMENT’S VISION:

As a member of the Department, this position will work to ensure every customer has the best experience every time. This mid-level position in our Taxation Division will serve as a customer service manager for the Income Tax Bureau. You will utilize your technical and professional skills to oversee the Quality Review section. This position will supervise, educate, coach, and manage the work flow of its team members and ensure customer satisfaction by providing problem-solving resources. The team is knowledgeable, the work is rewarding and each day brings something new.

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 and coordinates, through leadership, the activities and programs of the Taxation Division with responsibility for the processing of tax returns and related documents, the administration of tax laws and regulations, or the collection of delinquent taxes.
• Provides advice and support to a Revenue Manager on matters relating to the assigned program section; updates the Manager regarding section progress, problems, and issues.
• Recommends and implements new and revised policies and procedures for the assigned section; explains rules, regulations, policies, standards, and procedures to staff and the general public.
• Represents the section on problem resolution teams, task forces, and committees; participates in special projects as directed.
• Organizes, coordinates, and monitors section workflow and operations to achieve established goals and objectives; adjusts workload as necessary to reduce backlog and meet work priorities.
• Provides technical assistance to staff regarding complex account resolution; drafts correspondence for the signature of the Revenue Manager, Bureau Administrator, Division, or Department Director. Maintaining customer satisfaction.
• Conducts section meetings to inform staff of new and revised laws, regulations, policies, procedures, systems, and forms; apprises staff of section goals and expectations.
• Oversees staff members responsible for tax credit redemptions and related tax credit programs.
• Assists with tax credit reporting.
• Communicate professionally with all internal and external customers by telephone, email, correspondence and in person.
• Interviews and recommends candidates for vacant positions.
• Coordinates and monitors the training of staff in section policies, procedures, and computer systems.
• Prepares and/or reviews job expectations and engage/evaluation reviews for section staff; counsels employees, maintains performance logs, and recommends disciplinary actions, as necessary.
• Oversees the maintenance of staff attendance records and the approval or denial of leave requests for the assigned section.
• Prepares and/or analyze and oversee statistics or other data to determine the level of customer service or production of work received/processed.
• Exercises independent judgment and initiative in the performance of assigned responsibilities within established guidelines; receives general supervision from a Revenue Manager or other designated supervisor.
• Performs other related work as assigned.

CORE COMPETENCIES NEEDED

Strategic Thinking Organizational Abilities Computer Literacy

Effective Writing Self-directed Attention to Detail

Clear Communication Efficient Excellent Customer Service

Decision Making Abilities Team Building Skills Managerial Techniques

QUALIFICATIONS:

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

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 .

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• State of Missouri

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