State of Missouri · 22 hours ago
Customer Service Manager - 5066002
Jefferson City, MO
Full-time
Onsite
Mid, Senior Level
5+ years expThe State of Missouri is seeking a Customer Service Manager for the Income Tax Bureau within the Department of Revenue. This role involves overseeing the Refunds and Returned Mail section, managing a team to ensure high standards of customer service, and analyzing data to enhance customer satisfaction.
AgricultureGovernmentInformation Technology
Responsibilities
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
Works 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
Qualification
Required
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
Benefits
Defined pension plan
Generous amounts of leave and holiday time
Eligibility for health insurance coverage
Company
State of Missouri
The State of Missouri is a group of outstanding people that accomplish extraordinary things for our folks every day.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Kevin Mccarthy
Chief Technology Officer
Jennifer Tidball
Chief Operating Officer at Missouri Department of Social Services
Recent News
2025-08-22
Seattle TechFlash
2025-05-10
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