What are the responsibilities and job description for the Taxpayer Resources Center Service Manager position at The State of Oklahoma?
Job Posting Title
Taxpayer Resources Center Service Manager
Agency
695 OKLAHOMA TAX COMMISSION
Supervisory Organization
Division Directors
Job Posting End Date (Continuous if Blank)
Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.
Estimated Appointment End Date (Continuous if Blank)
Full/Part-Time
Full time
Job Type
Regular
Compensation
Job Description
Taxpayer Resource Center Service Manager
Salary Range- $75,000.00- $85,000.00
Why you’ll love it here!
TRANSPARENCY. FAIRNESS. COMPLIANCE. The Oklahoma Tax Commission is committed to leading Oklahoma with unparalleled customer service. Our mission is to promote tax compliance through serving taxpayers with transparency and fairness in administration of the tax code and unparalleled customer service. Check out our About Us page to learn why we are passionate about tax compliance and believe it is the career for you!
There are perks to working for the OTC. We know that benefits matter, and that is why we offer a competitive benefits package for all eligible employees:
- Generous state-paid benefit allowance to help cover insurance premiums.
- A wide choice of insurance plans with no pre-existing condition exclusions or limitations.
- Flexible spending accounts for health care expenses and/or dependent care.
- A Retirement Savings Plan with a generous match.
- 15 days of paid vacation and 15 days of sick leave for full-time employees the first year.
- 11 paid holidays a year.
- Paid Maternity leave for eligible employees.
- Employee discounts with a variety of companies and venders.
- A Longevity Bonus for years of service.
GENERAL FUNCTION
The Taxpayer Resource Center Service Manager is responsible for the oversight of the Customer Service Supervisor team. Manager will perform supervisory functions, including but not limited to assigning and reviewing work, employee performance reviews, and provide employee trainings. There will be a strong emphasis on coaching and developing supervisor team into strong leaders. Managers will have some interaction with taxpayers surrounding complex issues, quality control and understanding feedback from taxpayers. Manager will partner with the TRC Director to implement consistent processes across functions and building strong relationships with internal divisions.
TYPICAL FUNCTIONS
This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills.
- Coach, lead and manage service supervisors
- Maintain employee performance utilizing key performance indicators
- Ensure adherence to agency policies and procedures
- Assist staff and taxpayers on escalated and/or complex issues
- Report to division leadership surrounding key performance indicators
- Collaborate with TRC leadership team on continuous process improvement
- Lead with high integrity constantly promoting a strong team atmosphere
- Establish and maintain effective working relationships with others
- Facilitate leadership trainings and meetings with service supervisors weekly
- Works closely with division trainer to ensure employees are progressing well in their training development; proactively look for training opportunities
COMPLEXITY OF KNOWLEDGE, SKILLS, AND ABILITIES
Strengths you will bring:
- Strong computer skills
- Unparalleled customer service and interpersonal skills
- Friendly and customer-focused attitude in every situation
- Ability to learn quickly and embrace change
- Hard-working, articulate and detail-oriented
- Comfortable multi-tasking in a high-energy environment
- Actively listen and anticipate customer needs
- Strong problem solving skills
- Dedication to enhancing company culture
QUALIFICATIONS
- A bachelor’s degree or a combination of education and relevant experience
- Minimum 5 years of leadership experience
- Minimum of 5 years of customer service experience
- Previous tax knowledge a plus
SPECIAL REQUIREMENTS
Core work hours for the Oklahoma Tax Commission are Monday through Friday, 7:30am to 4:30pm. This schedule may require minor flexibility based on the needs of the agency.
Telework may be required based on the needs of the agency, division, and section. If applicable, applicant must be willing and able to BOTH work on-site and telework at an off-site location, generally in the applicant’s home. Applicant must have a secure internet connection and a dedicated telephone (landline) or smart phone device during scheduled working hours.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Equal Opportunity Employment
The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.
Current active State of Oklahoma employees must apply for open positions internally through the Workday
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.Salary : $75,000 - $85,000
