Customer Service Manager – Business Tax Bureau-Sales/ Use Refunds Unit
Department of Revenue
Annual Salary: $ 45,330.00
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:
This position will allow you to utilize your supervisory, technical and professional skills. The position is responsible for overseeing the sales/use and exemption section which processes sales, use and tire and battery protests and refund requests. In addition, it reviews sales and use tax exemption applications. The staff is very knowledgeable and the work is rewarding. This is a fast paced work environment and each day brings something new.
DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:
- Manage staff; communicate job expectations to staff; review and acknowledge contribution of staff
- 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
- Meet with managers and other supervisors to discuss possible improvements to customer service
- Update job knowledge by participating in educational opportunities such as MO Learning classes along with department offered courses
- Assist in the preparation of section reports
- Any additional duties, as assigned
CORE COMPETENCIES NEEDED
Analytical/ Strategic Thinking Computer Literacy Strong Communication
Efficient Process Management Customer Service
Self-directed Attention to Detail Clear Communication
QUALIFICATIONS:
- Strong decision-making skills to provide new techniques for performance coaching and team building.
- High school diploma or high school equivalency certificate.
- 5-7 years of relevant experience. (Substitutions may be allowed.)
- 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
The State of Missouri is an equal opportunity employer.