Customer Service Manager

Job Description:

Customer Service Manager

Description

Taxation Division - Income Tax Bureau - Discovery Section

DOR’s vision is to provide every customer the best experience every time.

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 mid-level position in our Taxation Division will serve as a customer service manager for the Income Tax Bureau. You will utilize your technical and professional skills to oversee the Discovery section. This position will supervise, educate, coach, and manage the workflow of its team members and ensure customer satisfaction by providing problem-solving resources. The team is knowledgeable, the work is rewarding, and each day brings something new.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

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

• Staff recruitment and engage/evaluation reviews; assist educating staff to deliver a high standard of customer service
• Analyze statistics or other data to determine the level of customer service or production of work received/processed
• Determine customer service requirements by managing and analyzing data and forming focus groups
• Help develop customer service procedures, policies and standards
• Communicate professionally with all internal and external customers by telephone, email, correspondence and in person
• Meet with other managers to discuss possible improvements to customer service
• Provide customer service to resolve customer questions, discrepancies or any issue on their account. Procure the efforts of senior management when necessary to accelerate this process

Maintain customer satisfaction by providing problem solving resources, trends and ways to improve the customer experience

• • Manage staff; communicate job expectations to staff; review and acknowledge and recognize contributions of your staff
  • Prepare all necessary section reports
  • Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results
  • Oversee HB600 and ensure that all state employees maintain tax compliance per statutory requirements
  • Run programs to address non filer and under-reporter discrepancies
  • Maintain access of the tax compliance portal for other state agencies
  
  
  • Oversees storage of IRS tax data while maintaining IRS confidentiality requirements
  
  

QUALIFICATIONS:

• 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.

CORE COMPETENCIES NEEDED

• Strategic Thinking
• Organizational Abilities
• Computer Literacy
• Effective Writing
• Attention to Detail
• Clear Communication
• Efficient
• Excellent Customer Service
• Decision Making Abilities
• Team Building Skills
• Managerial Techniques

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 .

PLEASE DIRECT ANY QUESTIONS ABOUT THIS POSITION TO:

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

Salary:

$46,780.56 per Year