Lead Customer Service Representative

Lead Customer Service Representative - FCB Nexus

Department of Revenue

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

As a State of Missouri employee, you impact the well-being of Missouri’s communities every day. The Department of Revenue’s mission is to enhance the lives of Missourians by anticipating their tax needs. We strive to provide exceptional customer service, be good stewards of the people’s money, make data driven decisions, while fostering a positive work environment. Our team members live our values of integrity, service, respect, and community.

HOW THIS POSITION SUPPORTS THE DEPARTMENT’S VISION:

The Lead Customer Service Representative will have the opportunity to provide direct supervisor and guidance to other team members. Candidates will train and educate new team members while establishing and maintaining effective working relationships to provide every customer the best experience every time.

DUTIES PERFORMED TO SUPPORT THE DEPARTMENT’S VISION:

• Review and generate daily production reports
• Establish and maintain ongoing positive working relationships by communicating effectively
• Train new employees on processing procedures
• Assign daily work priorities to team members to ensure work is processed timely
• Provide customer service to customers inquiring about their accounts
• Supervise, educate, monitor, and obtain feedback from team members to improve processes
• Schedule monthly ENGAGE meetings with all team members

After 3 months, with successful production, the Field Compliance Bureau, Nexus section, offers a hybrid work option (2 days in the office, 3 days from home). However, you will be required to report to work 2 days each week in the Jefferson City Office

CORE COMPETENCIES:

• Excellent verbal and written communication skills
• Proficient in Microsoft Office and knowledge of computer systems and software
• Excellent organizational skills and attention to detail
• Ability to work independently with discretion, sound judgement and knowledge of agency operations, policies and procedures
• Ability to understand and follow oral and written instructions
• Ability to establish and maintain effective working relationships
• Ability to multitask
• Perform other duties as assigned

CORE COMPETENCIES NEEDED:

• Computer Literacy
• Effective Writing
• Excellent Customer Service
• Self-Directed
• Attention to Detail
• Clear Communication
• Strategic Thinking
• Assertiveness
• Organizational Skills
• Time Management

QUALIFICATIONS:

• Possession of a high school diploma or high school equivalency certificate
• One year or more of experience in clerical or general office support work
• Ability to communicate effectively
• Ability to organize, assign, and evaluate a variety of work functions
• Ability to evaluate the work of staff
• Ability to analyze and interpret reports

More reasons to love this position:

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).

PLEASE DIRECT ANY QUESTIONS ABOUT THIS POSITION TO:

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

The State of Missouri is an equal opportunity employer.

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• State of Missouri

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