TRC Service Manager

Overview

Job Posting

Title:

TRC Service Manager

Agency: 695 OKLAHOMA TAX COMMISSION

Supervisory Organization: Division Directors

Job Posting End Date: Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Estimated Appointment End Date (Continuous if Blank):

Full/Part-Time: Full time

Job Type: Regular

Compensation:

Salary - $98,000

TRANSPARENCY.FAIRNESS.COMPLIANCE. The Oklahoma Tax Commission is committed to leading Oklahoma with unparalleled customer service. Our mission is to promote tax compliance through serving taxpayers with transparency and fairness in administration of the tax code and unparalleled customer service. Check out our About Us page to learn why we are passionate about tax compliance and believe it is the career for you!

There are perks to working for the OTC. We know that benefits matter, and that is why we offer a competitive benefits package for all eligible employees:

• Generous state-paid benefit allowance to help cover insurance premiums.
• A wide choice of insurance plans with no pre-existing condition exclusions or limitations.
• Flexible spending accounts for health care expenses and/or dependent care.
• A Retirement Savings Plan with a generous match.
• 15 days of paid vacation and 15 days of sick leave for full-time employees the first year.
• 11 paid holidays a year.
• Paid Maternity leave for eligible employees.
• Employee discounts with a variety of companies and vendors.
• A Longevity Bonus for years of service.

The TRC Service Manager leads and oversees the operations of a customer service-oriented team dedicated to serving taxpayers effectively and efficiently. This position is responsible for developing strategies to enhance customer service delivery, analyzing operational performance, and cultivating future leaders within the organization. The Manager is responsible for ensuring compliance with state and local tax regulations while fostering a culture of continuous improvement, collaboration, and excellence.

The Service Manager is responsible for assigning and reviewing work, delivering training, evaluating performance, supporting professional development, and managing schedules, time and leave for the team. Strong leadership, analytical capabilities, and strategic thinking are critical for success in this role.

• Develop and implement strategies to optimize customer service operations and ensure alignment with agency goals. Identify and address key challenges in service delivery, utilizing data-driven insights to improve processes and outcomes.
• Set performance benchmarks and create actionable plans to achieve and exceed targets.
• Lead a team of supervisors and staff, providing guidance, mentorship, and support to foster professional growth and development. Identify leadership potential within the team and create opportunities for skill enhancement and advancement.
• Conduct regular performance evaluations, offering constructive feedback and setting development goals.
• Champion a culture of exceptional customer service by ensuring that taxpayers receive accurate, timely, and empathetic support. Develop and enforce service standards to enhance taxpayer satisfaction and trust.
• Handle escalated customer issues, using advanced problem-solving and de-escalation techniques to resolve conflicts effectively.
• Analyze operational data to identify trends, evaluate team performance, and uncover opportunities for improvement.
• Generate reports and dashboards to monitor key performance indicators (KPIs) and share insights with leadership.
• Utilize predictive analytics to anticipate taxpayer needs and plan resource allocation accordingly.
• Ensure all team activities adhere to state and local tax laws, data security protocols, and organizational policies.
• Conduct periodic audits of team operations to identify compliance gaps and implement corrective actions.
• Develop and maintain contingency plans to mitigate risks in customer service operations.
• Drive continuous improvement initiatives to streamline workflows, reduce taxpayer waiting times, and enhance service quality.
• Collaborate with cross-functional teams, including other…