State of Oklahoma
Taxpayer Resource Center Service Manager
State of Oklahoma, Oklahoma City, Oklahoma, United States, 73116
Taxpayer Resource Center Service Manager
The Oklahoma Tax Commission is committed to leading Oklahoma with unparalleled customer service. Our mission is to promote tax compliance through serving taxpayers with transparency and fairness in administration of the tax code and unparalleled customer service. Benefits : We offer a competitive benefits package for all eligible employees, including a generous state-paid benefit allowance, a wide choice of insurance plans, flexible spending accounts, a Retirement Savings Plan with a generous match, paid vacation and sick leave, paid holidays, and a Longevity Bonus. Generous state-paid benefit allowance to help cover insurance premiums. A wide choice of insurance plans with no pre-existing condition exclusions or limitations. Flexible spending accounts for health care expenses and/or dependent care. A Retirement Savings Plan with a generous match. 15 days of paid vacation and 15 days of sick leave for full-time employees the first year. 11 paid holidays a year. Paid Maternity leave for eligible employees. Employee discounts with a variety of companies and vendors. A Longevity Bonus for years of service. Salary : $85,000.00 Job Summary : The TRC Service Manager leads and oversees the operations of a customer service-oriented team dedicated to serving taxpayers effectively and efficiently. This position is responsible for developing strategies to enhance customer service delivery, analyzing operational performance, and cultivating future leaders within the organization. Duties And Responsibilities : Develop and implement strategies to optimize customer service operations and ensure alignment with agency goals. Set performance benchmarks and create actionable plans to achieve and exceed targets. Lead a team of supervisors and staff, providing guidance, mentorship, and support to foster professional growth and development. Conduct regular performance evaluations, offering constructive feedback and setting development goals. Champion a culture of exceptional customer service by ensuring that taxpayers receive accurate, timely, and empathetic support. Handle escalated customer issues, using advanced problem-solving and de-escalation techniques to resolve conflicts effectively. Analyze operational data to identify trends, evaluate team performance, and uncover opportunities for improvement. Generate reports and dashboards to monitor key performance indicators (KPIs) and share insights with leadership. Utilize predictive analytics to anticipate taxpayer needs and plan resource allocation accordingly. Ensure all team activities adhere to state and local tax laws, data security protocols, and organizational policies. Conduct periodic audits of team operations to identify compliance gaps and implement corrective actions. Develop and maintain contingency plans to mitigate risks in customer service operations. Drive continuous improvement initiatives to streamline workflows, reduce taxpayer waiting times, and enhance service quality. Collaborate with cross-functional teams, including other divisions and agencies, to implement new tools, technologies, or workflows that improve team performance and service delivery. Evaluate taxpayer feedback to identify opportunities for process refinement and innovation. Serve as a liaison between the customer service team and other divisions within the agency. Work cross-functionally with other divisions to address complex issues and improve service delivery. Communicate updates on tax legislation, policy changes, and organizational goals to the team. Perform other duties as assigned. Knowledge Of : Advanced knowledge of state and local tax laws and regulations is highly desirable. Extensive knowledge of customer service strategies. Skills In : Strategic thinking and planning capabilities to align operations with long-term goals. Adaptability and resilience in managing dynamic challenges and priorities. Leading with a collaborative and results-oriented approach. Ability To : Lead, inspire and motivate teams through effective leadership and strong interpersonal skills. Communicate complex concepts clearly and persuasively, both in writing and verbally. Analyze data and solve problems using structured, data-driven approach to inform decisions. Minimum Qualifications : A bachelor’s degree in business administration, public administration, accounting, finance, or a related field is required; PLUS A minimum of 5 years of experience in customer service, tax administration, or a related field, with at least 3 years in a managerial role leading diverse teams and driving organizational change; OR an equivalent combination of education and experience. Preferred Qualifications : Bilingual proficiency in English and Spanish. Physical Demands : Ability to sit and stand for extended periods of time. Exhibit manual dexterity and hand-eye coordination to operate a computer, keyboard, photocopier, telephone, calculator and other office equipment. Special Requirements : Travel may be required for this position. Applicants may need to have reliable transportation and be willing and able to perform all job-related travel. Possession and maintenance of a valid Oklahoma State Driver’s License is also required.
#J-18808-Ljbffr
The Oklahoma Tax Commission is committed to leading Oklahoma with unparalleled customer service. Our mission is to promote tax compliance through serving taxpayers with transparency and fairness in administration of the tax code and unparalleled customer service. Benefits : We offer a competitive benefits package for all eligible employees, including a generous state-paid benefit allowance, a wide choice of insurance plans, flexible spending accounts, a Retirement Savings Plan with a generous match, paid vacation and sick leave, paid holidays, and a Longevity Bonus. Generous state-paid benefit allowance to help cover insurance premiums. A wide choice of insurance plans with no pre-existing condition exclusions or limitations. Flexible spending accounts for health care expenses and/or dependent care. A Retirement Savings Plan with a generous match. 15 days of paid vacation and 15 days of sick leave for full-time employees the first year. 11 paid holidays a year. Paid Maternity leave for eligible employees. Employee discounts with a variety of companies and vendors. A Longevity Bonus for years of service. Salary : $85,000.00 Job Summary : The TRC Service Manager leads and oversees the operations of a customer service-oriented team dedicated to serving taxpayers effectively and efficiently. This position is responsible for developing strategies to enhance customer service delivery, analyzing operational performance, and cultivating future leaders within the organization. Duties And Responsibilities : Develop and implement strategies to optimize customer service operations and ensure alignment with agency goals. Set performance benchmarks and create actionable plans to achieve and exceed targets. Lead a team of supervisors and staff, providing guidance, mentorship, and support to foster professional growth and development. Conduct regular performance evaluations, offering constructive feedback and setting development goals. Champion a culture of exceptional customer service by ensuring that taxpayers receive accurate, timely, and empathetic support. Handle escalated customer issues, using advanced problem-solving and de-escalation techniques to resolve conflicts effectively. Analyze operational data to identify trends, evaluate team performance, and uncover opportunities for improvement. Generate reports and dashboards to monitor key performance indicators (KPIs) and share insights with leadership. Utilize predictive analytics to anticipate taxpayer needs and plan resource allocation accordingly. Ensure all team activities adhere to state and local tax laws, data security protocols, and organizational policies. Conduct periodic audits of team operations to identify compliance gaps and implement corrective actions. Develop and maintain contingency plans to mitigate risks in customer service operations. Drive continuous improvement initiatives to streamline workflows, reduce taxpayer waiting times, and enhance service quality. Collaborate with cross-functional teams, including other divisions and agencies, to implement new tools, technologies, or workflows that improve team performance and service delivery. Evaluate taxpayer feedback to identify opportunities for process refinement and innovation. Serve as a liaison between the customer service team and other divisions within the agency. Work cross-functionally with other divisions to address complex issues and improve service delivery. Communicate updates on tax legislation, policy changes, and organizational goals to the team. Perform other duties as assigned. Knowledge Of : Advanced knowledge of state and local tax laws and regulations is highly desirable. Extensive knowledge of customer service strategies. Skills In : Strategic thinking and planning capabilities to align operations with long-term goals. Adaptability and resilience in managing dynamic challenges and priorities. Leading with a collaborative and results-oriented approach. Ability To : Lead, inspire and motivate teams through effective leadership and strong interpersonal skills. Communicate complex concepts clearly and persuasively, both in writing and verbally. Analyze data and solve problems using structured, data-driven approach to inform decisions. Minimum Qualifications : A bachelor’s degree in business administration, public administration, accounting, finance, or a related field is required; PLUS A minimum of 5 years of experience in customer service, tax administration, or a related field, with at least 3 years in a managerial role leading diverse teams and driving organizational change; OR an equivalent combination of education and experience. Preferred Qualifications : Bilingual proficiency in English and Spanish. Physical Demands : Ability to sit and stand for extended periods of time. Exhibit manual dexterity and hand-eye coordination to operate a computer, keyboard, photocopier, telephone, calculator and other office equipment. Special Requirements : Travel may be required for this position. Applicants may need to have reliable transportation and be willing and able to perform all job-related travel. Possession and maintenance of a valid Oklahoma State Driver’s License is also required.
#J-18808-Ljbffr