Customer Service Manager - 3022305

$51,713 - $51,713/Yr

State of Missouri - Jefferson City, MO

Full-time - Mid Level

Jefferson City, MO

Executive, Legislative, and Other General Government Support

About the position

The Customer Service Manager position at the Department of Revenue in Jefferson City, MO, is a senior-level supervisory role responsible for overseeing the customer service function within the Motor Vehicle Bureau. This position involves managing a team of approximately 10 to 15 employees, utilizing leadership skills to enhance team performance and ensure high-quality service delivery to the residents of Missouri.

Responsibilities

• Manage approximately 10 to 15 employees.
• Gather and analyze data related to the quality and performance of customer service team members.
• Hold monthly Engage conversations while providing coaching and training opportunities to help team members improve in their current roles and position themselves for future success.
• Monitor employee leave balances and leave requests.
• Exercise independent judgment and initiative within established laws, policies, and procedures to resolve complex transactions.

Requirements

• 5-7 years of relevant customer service experience.
• 2-4 years of supervisory experience.
• Ability to communicate clearly and concisely in writing and verbally to explain laws, policies, and procedures.

Nice-to-haves

• Knowledge and understanding of Motor Vehicle and Marine titling and registration laws, policies, and procedures.
• Knowledge of supervisory practices.
• Ability to train, supervise, and evaluate staff.
• Ability to evaluate processes and make policy recommendations.
• Training, certification, and/or education in continuous process improvement programs such as Lean Six Sigma.
• Completion of Missouri Way, Leadership Academy, and similar programs.

Benefits

• Health insurance
• Defined pension plan
• Generous amounts of leave and holiday time