Lead Customer Service Representative - 5044100

This role supports the Department’s vision by providing direct supervision and guidance to team members, training new employees, and fostering effective working relationships to ensure every customer receives the best experience.

Responsibilities

• Review and distribute customer requests and documents to be processed within the unit
• Monitor Genesys System and ensure the garnishment phone line has adequate coverage for calls in queue
• Produce and maintain production reports for daily functions completed by the unit
• Establish and maintain ongoing positive working relationships by communicating effectively
• Train new employees on processing procedures
• Assign daily work priorities to team members for timely processing
• Monitor employee leave balances and approve leave events and timesheets in LeaveTrack
• Supervise, educate, monitor, and obtain feedback from team members to improve processes
• Schedule monthly ENGAGE meetings with all team members

Requirements

• Possession of a high school diploma or high school equivalency certificate
• Two or more years of customer service and leadership experience
• Intermediate Excel Skills

Training, certification, and/or education in continuous process improvement programs such as Lean Six Sigma, as well as completion of Missouri Way, Leadership Academy, and similar programs, is preferred.

Skills

• Out of the Box Thinking
• Computer Literacy
• Customer Service
• Positive Attitude
• Attention to Detail
• Clear Communication
• Self-Starter
• Dependable
• Multi-Task Abilities

Benefits

The State of Missouri offers an excellent benefits package that includes:

• A defined pension plan
• Generous amounts of leave and holiday time
• Eligibility for health insurance coverage

For a comprehensive view of benefits, visit the Total Compensation Calculator.

Individual(s) selected for this position may receive a higher rate based on a pay differential (e.g., shift or time-of-service pay).