Public Service Supervisor - Taxpayer Services

Job Description

The Iowa Department of Revenue Alcohol & Tax Operations Division is currently seeking a Public Service Supervisor to join our Taxpayer Services team, providing leadership to our front-desk and call-center staff. The Operations Division functions as the central hub for both alcohol and tax-related processes and procedures. This division is responsible for administering the transportation and distribution of wholesale alcoholic liquor to more than 2,000 privately-owned retailers across Iowa, ensuring they are delivered on time and in good condition.

Additionally, this division manages tax documents, payments and mail, and offers invaluable assistance to taxpayers for filing requirements and procedures. This position will require 100% onsite work in the Hoover state office building in Des Moines. The core working hours for this role will be 8:00 a.m. to 4:30 p.m.

• Provide leadership and direction for Taxpayer Services employees supporting front-desk and call-center operations
• Ensure customer service levels and phone coverage performance in a customer-facings position onsite at the Hoover Building
• Coach, mentor, train, and recognize employees to inspire them to perform at their maximum level
• Implement objectives and strategies for team members
• Monitor and evaluate progress of programs, systems, and employees
• Engage in cross-functional teams and continuous process improvement opportunities
• Update and maintain tracking and documentation of operations

• Experience leading employees through effective coaching, mentoring, and motivation
• Ability to develop objectives and team strategies while monitoring employee performance expectations, goals, and measures
• Experience monitoring customer service levels and performance to ensure meeting section performance goals
• Ability to gather and analyze data to make data-informed decisions while engaging with cross-functional teams in continuous process improvement opportunities
• Ability to effectively communicate with multiple methods in support of processes and procedures

• Administration and Management – Business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership techniques, production methods, and coordination of people and resources.
• Customer Service – Principles and processes for providing customer services, including customer needs assessment, meeting quality standards for services, and evaluating customer satisfaction.
• Critical Thinking – Using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Communication – Expression of ideas and conveying information as appropriate for the needs of the audience.

• Iowa Public Employees' Retirement System (IPERS)
• Retirement Investors Club (RIC)
• Flexible Working Environment – Work from Home Opportunities
• Health, Dental and Vision Insurance
• Vacation Leave
• Sick Leave
• Paid Holidays (9 days/year)
• Flexible Spending Accounts
• Life Insurance
• Long-Term Disability Insurance

Applicants must live within the State of Iowa to qualify for this position. A background check, including a criminal history check, fingerprint and Iowa tax filing check, will be conducted on the final candidate. Effective July 1st 2025, all Department of Revenue staff and their household will not be able to play any Iowa Lottery games.

The State of Iowa participates in E-Verify, a federal program that helps employers confirm the employment eligibility of all newly hired employees. Within the required timeframe, new hires will be verified through the E-Verify system to ensure authorization to work in the United States. The State of Iowa also complies with the federal Right to Work laws, which protect employees’ rights to work without being required to join a labor organization.

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• Graduation from high school (or GED equivalent) and experience equal to four years of full-time work…