Customer Service Manager

Customer Service Manager Business Tax Bureau-Sales/ Use Refunds Unit Department of RevenueDOR VISION:
To establish an environment that fosters confidence and trust by successfully utilizing technology, employing resources, and meeting customer needs.

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.

• 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 Leave Track
• 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

• Analytical/Strategic Thinking
• Computer Literacy
• Strong Communication
• Efficient
• Process Management
• Customer Service
• Self-Directed
• Attention to Detail
• Clear Communication

• 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.

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.

Individual(s) selected for this position may receive a higher rate based on a pay differential (e.g., shift or time-of-service pay).

The Missouri Department of Revenue Human Resources office at .

The State of Missouri is an equal opportunity employer.