Customer Service Manager

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DOR VISION:
To establish an environment that fosters confidence and trust by successfully utilizing technology, employing resources, and meeting customer needs.

This is a Customer Service Manager position in the Tax Clearance/Payment Plan section of Collections and Tax Assistance (CATA). This position provides direct supervision and guidance to two Lead Customer Service Representatives and fifteen team members. You will ensure this team meets its Departmental goals by building relationships with internal and external customers.

• Produce and maintain production reports
• Establish and maintain positive working relationships by communicating effectively with staff and internal and external customers
• Assign work priorities for your team
• Hold interviews and submit hiring recommendations
• Supervise, educate, and address disciplinary concerns
• Collaborate with your team and co-leaders to improve processes
• Hold monthly ENGAGE meetings with your team members
• Encourage your team to grow in their role and prepare them for future opportunities
• Work with the Department’s Genesys phone system to ensure payment plan and tax clearance calls are assisted promptly
• Lead, guide, and coach others to support the Department’s Vision, Mission and Values
• Oversee the Tax Information Office

• Strategic Thinking
• Computer Literacy
• Dependable/Positive Attitude
• Self-Starter
• Attention to Detail
• Clear Communication

• 5–7 years of relevant experience
• 2–4 years of supervisory experience (substitutions may be allowed)
• Intermediate Excel skills

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.

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.

• Mid-Senior level

• Full-time

• Other

• Government Administration