Lead Customer Service Representative

Job Description:

Lead Customer Service Representative

Description

Lead Customer Service Representative - Education Team

Department of Revenue

Annual Salary: $ 40.660.80

Location: Truman Building - 301 W. High Street, Jefferson City, MO

Mo DOR’s Vision: To provide every customer the best experience every time.

HOW THIS POSITION SUPPORTS THE DEPARTMENT’S VISION:

This is a supervisory position in our Collection and Tax Assistance Call Center. This position assists the Staff Development Trainer in providing guidance and education to all new and seasoned employees, for a total of 63 Customer Service Representatives. They will also assist agents within the call center with questions and supervisor calls in regards to individual income tax and business tax which includes sales/use, withholding, and corporate tax.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

• Educate/train all new Call Center employees,
• Educate and conduct refresher courses for all Call Center employees on seasonal related topics and any changes in tax law, processing, systems, updates, etc.
• Produce, update and maintain educational material. Including but not limited to PowerPoints, handouts, refresher courses, online education, and testing documents.
• Update and maintain the Q&A Intranet site for frontline staff to utilize when answering calls.
• Conduct interviews and submit hiring recommendations.
• Monitor employee calls for accuracy and provide feedback.
• Establish and maintain positive working relationships by communicating effectively with the Call Center staff, internal customers, and external customers.
• Conduct and attend educational meetings as necessary.
• Increase knowledge by participating in educational opportunities.
• Maintain customer satisfaction by providing problem solving resources and process improvement techniques.
• Ability to lead, guide, and coach others to support the Department’s Vision, Mission, and Values.

CORE COMPETENCIES NEEDED:

Strategic Thinking Computer Literacy Effective Writing

Intermediate Excel Skills Self-directed Attention to Detail

Clear Communication Fast paced

QUALIFICATIONS:

• Possession of a high school diploma or high school equivalency certificate, and

• Two or more years of customer service and leadership experience

• Intermediate Excel Skills

PLEASE DIRECT ANY QUESTIONS ABOUT THIS POSITION TO:

The Missouri Department of Revenue Human Resources and Total Rewards office at (573) 751-1291.

Salary:

40,660.80 per Year