Lead Customer Service Representative

DUTIES: PERFORMED TO SUPPORT THE DEPARTMENT'S VISION:Manage, train, engage, and evaluate staff to deliver a high standard of customer service Communicate professionally with all internal and external customers by telephone, email, letter and in person Meet with other supervisory staff to discuss and take action to manage workflow Analyze statistics or other data to determine the level of production of work received/processed and confirm accuracy Help develop procedures, policies and standards, Prepare all necessary section reports Analyze and respond to inquires related to tax credits Acquire and maintain knowledge of tax credits administered by the Department of Revenue Stay informed about tax credits administered by other agencies Update job knowledge by participating in educational opportunities (Mo Learning classes along with department courses)Maintain customer satisfaction by providing problem solving resources and ways to improve the customer experience Improves quality by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results CORE COMPETENCIES NEEDED:Strategic Thinking Computer Literacy Effective Writing Self-Directed Attention to Detail Clear Communication Analytical Thinking Efficient Customer Service Skills Decision Making Abilities Team Building Skills Managerial TechniquesQUALIFICATIONS:Possess high school diploma or high school equivalency certificate Four or more years of experience in licensing, registration, collections, tax preparation, tax processing, accounting, bookkeeping, auditing, or closely related work Training, certification, and/or education in continuous process improvement programs such as Lean Six Sigma as well as completion of Missouri Way, Leadership Academy, and similar programs is preferred 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.