Lead Customer Service Representative (Non-Supervisory)

Income Tax Bureau – Income Tax Correspondence

Department of Revenue

Annual Salary: $ 39,399.92

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

Mo DOR’s Vision: Provide every customer the best experience every time.

HOW THIS POSITION SUPPORTS THE DEPARTMENT’S VISION:

This position will allow you to utilize your technical and professional skills as you will be responsible for being an independent worker on demanding tax accounts and ensure that the department delivers the highest level of customer service. The position will work in handling the individual income tax protests, but will also include utilization in a variety of other skills as needed. You will also ensure customer satisfaction by providing problem-solving resources. Our team is knowledgeable, our work is rewarding, and each day brings something new.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

• Manage, train, and engage staff to deliver a high standard of customer service
• Communicate professionally with all internal and external customers by telephone, email, letter and in person
• Help develop procedures, policies and standards
• Update job knowledge by participating in educational opportunities (Mo Learning classes along with department courses.)
• Maintain customer satisfaction by providing problem solving resources and ways to improve the customer experience.
• Improves quality by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.

CORE COMPETENCIES NEEDED:

Strategic Thinking Computer Literacy Effective Writing Self-directed

Attention to Detail Clear Communication Analytical Thinking Efficient

Customer Service Skills Decision Making Abilities Team Building Skills

QUALIFICATIONS:

• Possess high school diploma or high school equivalency certificate, and
• Four or more years of experience in licensing, registration, collections, tax preparation, tax processing, accounting, bookkeeping, auditing, or closely related work.
• 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.

PLEASE DIRECT ANY QUESTIONS ABOUT THIS POSITION TO:

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

We celebrate diversity and are committed to creating an inclusive environment for all employees.