Customer Service Manager

Overview

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

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 Refunds and Returned Mail section.

This position will supervise, educate, coach, and manage the work flow 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.

Customer Service Manager
Income Tax Bureau – Return Mail/Refunds
Department of Revenue

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

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 Refunds and Returned Mail section.

This position will supervise, educate, coach, and manage the work flow 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.

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
• Update addresses as returned mail is sent back
• Prepare all necessary section reports
• Ensure that Income Tax Refunds go out as scheduled
• Triage when there are issues with refund reports, dates, or scheduling
• Work closing with the State Treasurers office
• Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results

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

• 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

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 .

The State of Missouri is an equal opportunity employer.