Customer Service Manager

Customer Service Manager – Processing Bureau (Return Processing)

Department of Revenue

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

This is a senior-level supervisory position responsible for overseeing and managing the Income Tax Return Processing section. This section reviews and processes tax returns, payments and related documents as well as staffing and overseeing several teams of Temporary Tax Assistants utilized during high volume seasons. As a member of the leadership team, you will work closely with the section’s Assistant Supervisor and Unit Leaders, as well as the Administrative Managers for the bureau.

If you enjoy supporting a team and putting your knowledge, leadership skills and abilities to use in a fast-paced environment, then this position is for you.

• Communicate professionally with all internal and external customers via phone, email, and in person interaction
• Participate in staff recruitment, engage meetings and performance reviews.
• Establish and communicate performance metrics. Monitor and analyze results.
• Ensure training plans are accurately established and followed so that procedures can be taught in a consistent and concise manner.
• Analyze statistics or other data to determine the volumes of work received/processed and the impact those volumes have on the section’s staffing needs.
• Manage staff and take an active role in positively impacting the workplace culture of the section.
• Communicate job expectations, establish and review production summaries, acknowledge and recognize contributions of your staff.
• Lead projects and special work groups – provide overall direction and ensure the department’s goals are met by the established deadlines
• Help develop section procedures, policies and standards as needed
• Investigate and resolve any reported employee and/or customer issues related to the section. Procure the efforts of senior management when necessary to accelerate this process.
• Meet the professional development requirements set by the Department and support professional development opportunities for your team
• Prepare all necessary section reports and represent the interest of the section by attending scheduled meetings
• Improve section efficiencies and results by studying, evaluating, and improving processes.

• Strategic Thinking
• Computer Literacy
• Effective Writing
• Team Building Abilities
• Excellent Customer Service
• Self-Directed
• Attention to Detail
• Clear Communication
• Organizational Abilities

• High school diploma or high school equivalency certificate.
• 5-7 years of relevant 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).

The Missouri Department of Revenue Human Resources office at .

The State of Missouri is an equal opportunity employer.