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State of Missouri · 5 hours ago

Lead Customer Service Representative - 5044191

Jefferson City, MO

Full-time

Onsite

Entry, Mid Level

2+ years exp

The State of Missouri is seeking a Lead Customer Service Representative for their Department of Revenue. This supervisory role involves managing a team in the Collection and Tax Assistance Call Center, setting goals, monitoring performance, and assisting agents with tax-related inquiries.

AgricultureGovernmentInformation Technology

Responsibilities

Manage, train, ENGAGE, and evaluate staff to deliver a high standard of customer service

Manage and document employee’s performance/attendance

Conduct and attend meetings as necessary

Communicate professionally with all internal and external customers

Analyze data to determine the level of production and the steps necessary to achieve Department goals

Help develop Departmental procedures, policies and standards

Increase knowledge by participating in educational opportunities

Maintain customer satisfaction by providing problem solving resources and process improvement techniques

Improves quality by studying, evaluating, and re-designing processes

Oversee and track phone calls using the phone system

Qualification

Customer ServiceExcel SkillsLeadershipStrategic ThinkingComputer LiteracySelf-DirectedEffective WritingAttention to DetailClear CommunicationFast Paced