Customer Service Manager

Customer Service Manager

Collections and Tax Assistance Bureau - Payment Plan/Clearance

Department of Revenue

DOR 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:

As a member of the Department, this position will work to ensure every customer has the best experience every time. This position in our Taxation Division will serve as a Customer Service Manager for Collections and Tax Assistance Bureau (CATA). You will utilize your technical and professional skills to oversee the Tax Clearance, Payment Plan, and MyTax Portal sections. This position provides direct supervision and guidance to three Lead Customer Service Representatives and eighteen team members.

This position will supervise, educate, coach, and manage the work flow of its team members and ensure customer satisfaction by providing problem-solving resources.

This description may not include all of the duties, knowledge, skills, or abilities associated with this title.

• Recommends and implements new and revised policies and procedures for the assigned section.
• Represents the section on problem resolution teams, task forces, and committees; participates in special projects as directed.
• Coordinates and monitors the training of staff in section policies, procedures, and computer systems.
• Organize, coordinate, and monitor section’s workflow and operations to achieve established goals and objectives; adjusts workload as necessary to reduce backlog and meet work priorities.
• Communicate professionally with all internal and external customers by telephone, email, correspondence and in person.
• Hold interviews and submit hiring recommendations.
• Provides technical assistance to staff regarding complex account resolution.
• Oversees the maintenance of staff attendance records and the approval or denial of leave requests for the assigned section.
• Supervise, educate, and recommend disciplinary actions, as necessary.
• Prepares and/or analyze job expectations, performance logs, and oversee statistics or other data to determine the level of customer service and/or production of work received/processed.
• Establish and maintain positive working relationship with employees.
• Encourage your team to grow in their role and prepare them for future opportunities.
• Oversee the Tax Information Office.
• Performs other related work as assigned.

• Strategic Thinking
• Computer Literacy
• Dependable/Positive Attitude
• Efficient
• Excellent Customer Service
• Organizational Abilities
• Attention to Detail
• Decision Making Abilities
• Self-Directed
• Clear Communication
• Managerial Techniques

• High school diploma or high school equivalency certificate
• 5-7 years of relevant experience
• 2-4 years of supervisory 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.

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

PLEASE DIRECT ANY QUESTIONS ABOUT THIS POSITION TO:

The Missouri Department of Revenue Human Resources office at .

The State of Missouri is an equal opportunity employer.