Shire Jobs

Customer Service Supervisor

Date Posted: Sep 19, 2024

Requisition ID: 449721

Location:

Evansville, IN, US, 47701

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a diverse range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

At the State of Indiana, we don’t just talk about diversity and inclusion—we make it our goal to create a welcoming, accessible, and equitable workplace with a workforce that is representative of Indiana's population. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role.

About the Indiana Department of Revenue (DOR):

The Indiana Department of Revenue team has over 700 staff members from 13 locations across Indiana. We work collaboratively with the Indiana Governor's office, the General Assembly, state agencies, individuals, business owners, corporations, tax practitioners, and tax program participants to administer Indiana's tax laws. DOR administers over 65 tax types and annually processes nearly $21 billion of tax revenue. Our mission is to serve Indiana by administering tax laws fairly, securely, and efficiently.

The Department of Revenue holds regional and national recognition by Top Work Places because of its commitment to employee engagement and satisfaction.

Salary:

This position traditionally starts at an annual salary of $53,222. Salary for this position may be commensurate with education and job experience.

Role Overview:

After completing a comprehensive training course, the Customer Service Supervisor will lead a team of up to three employees in a multi-channel customer contact center. You will provide ongoing coaching and feedback to employees, monitor key performance indicators, and support employee development. You will model DOR's core values in leadership.

The Supervisor also assists customers, including tax practitioners and other stakeholders, who seek In-Person support about tax types administered by the Indiana Department of Revenue. This requires the ability to provide critical analysis and direction to resolve customers’ business and individual tax accounts and related activities. The Supervisor will interact with customers in a fast-paced, face-to-face environment requiring the ability to quickly establish rapport and demonstrate active listening skills and empathy while working with customers to ensure compliance. You must possess strong written and verbal communication skills and the ability to multi-task to provide a best-in-class customer experience.

This position is located in Evansville, IN.

A Day in the Life:

The essential functions of this role are as follows:

• Enjoys learning about a variety of the Department of Revenue Tax procedures including tax filing and payment requirements.

• Provides best-in-class customer service to tax-paying customers by phone in a fast-paced call center environment.

• Applies knowledge acquired in training and utilizes resources to analyze and problem-solve.

• Responds to a variety of tax inquiries.

• Accesses data utilizing basic computer skills.

• Communicates professionally using correct grammar, spelling & punctuation.

• Complies with all ethical and confidentiality requirements.

  The job profile is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.

What You'll Need for Success:

You must meet the following requirements to be considered for employment:

• Three (3) years of experience in supervision is required (or 2 years experience as a Department of Revenue Working Lead may substitute for supervisory experience).

• Extensive knowledge of State and Federal personnel and tax laws, regulations, policies, and guidelines.

• Extensive knowledge of the procedures for properly preparing the various tax returns and forms.

• Extensive knowledge of State and Federal laws and legal procedures about estates and trusts.

• Ability to communicate effectively both orally and in writing.

• Ability to apply and understand ethics and confidentiality laws.

• Ability to conduct research, interpret, and apply tax laws to resolve complex tax issues using various legal resources.

• Ability to delegate work set clear direction, and manage workflow.

• Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skills.

• The ability to maintain confidentiality is essential to this position.

Supervisory Responsibilities/Direct Reports:

This role may provide direct supervision for one or more staff members.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefits package for full-time employees which includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans

• Wellness Rewards Program: Complete wellness activities to earn gift card rewards

• Health savings account, which includes bi-weekly state contribution

• Flexible work scheduling options, including the potential for hybrid remote work for employees whose work may be performed outside state facilities

• Deferred compensation 457B account (similar to 401k plan) with employer match

• Two (2) fully-funded pension plan options

• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:

• 150 hours of paid new parent leave

• Up to 15 hours of paid community service leave

• Combined 180 hours of paid vacation, personal, and sick leave time off

• 12 paid holidays, 14 on election years

• Education Reimbursement Program

• Group life insurance

• Referral Bonus program

• Employee assistance program that allows for covered behavioral health visits

• Qualified employer for the Public Service Loan Forgiveness Program

• Free Parking for most positions

• Free LinkedIn Learning access

  Equal Employment Opportunity:

  The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Our policy is to provide equal employment opportunity to all people in all aspects of employer-employee relations without discrimination because of race, color, creed, religion, sex, national origin, ancestry, age, sexual orientation, gender identity, physical or mental disability, or veteran status. We will comply with the spirit as well as the letter of all applicable state and federal laws.

  If you are a qualified individual with a disability and require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [email protected] .

  The State of Indiana has established a culture that welcomes equity, inclusion, and opportunity for all employees and applicants. We encourage you to apply if you feel you have the transferrable skills to be successful in this position and we look forward to reviewing your application.

  Current Employee? Click here (https://performancemanager8.successfactors.com/sf/careers/jobsearch?bplte_company=indianaoff) to apply.