Job Description

The Iowa Department of Revenue’s Operations Bureau within the Tax Management Division is currently seeking a Public Service Supervisor. The Operations Bureau handles the receipt of all paper tax returns and documents, oversees the customer service desk, and administers the Department’s taxpayer services call center. This position will be domiciled to the Hoover Building in Des Moines.

The Tax Management Division (TMD) strives to be helpful to taxpayers by providing education and service so taxpayers can comply with tax filing and payment obligations. TMD has three business units/bureaus:

• Operations
• Compliance
• Collections

In this position you will be responsible for:

• Provide leadership and direction for Taxpayer Services employees supporting front-desk and call center operations
• Implement objectives and strategies for team members
• Monitor and evaluate progress of programs, systems, and employees
• Engage in cross-functional teams and continuous process improvement opportunities
• Update and maintain tracking and documentation of operations

Preference will be given to candidates with experience in the following:

• Experience leading employees through effective coaching, mentoring, and motivation
• Ability to develop and monitor employee performance expectations, goals, and measures
• Experience monitoring customer service levels and performance
• Ability to gather and analyze data to make data-informed decisions
• Ability to effectively communicate with multiple methods in support of processes and procedures.

Critical Job Competencies (from the job classification description)
Job Specific Competencies:

• Customer Service - providing and assessing service levels to ensure quality standards
• Administration in the planning, organizing, and effectively directing the work of assigned staff
• Communication and expression of ideas and conveying information
• Critical thinking to objectively use logic and reasoning to identify potential problems, actions, and solutions

Employer Highlights
The Iowa Department of Revenue is a well-respected employer. We are focused on providing excellent customer service, while offering a wonderful team atmosphere, work-life balance, free parking, and casual attire. We offer a flexible working environment and opportunities to work from home with the ability to work from anywhere in the State of Iowa as long as it is your primary residence. We have a great total compensation package for all of our full-time employees, including:

• Iowa Public Employees' Retirement System (IPERS)
• Retirement Investors Club (RIC)
• Flexible Working Environment- Work from Home Opportunities
• Health, Dental and Vision Insurance
• Vacation Leave
• Sick Leave
• Paid Holidays (9 days/year)
• Flexible Spending Accounts
• Life Insurance
• Long-Term Disability Insurance

Questions?
The mission of the Iowa Department of Revenue is to serve Iowans and support the state government by collecting all taxes required by law, but no more. Our strength is driven by the skills, talents, and diversity of our people. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization. If you’re looking for a career with an organization that values its employees and customers, you’ve come to the right place.

Supplemental Information
At the Iowa Department of Revenue, we value employee safety first and foremost. This is why we will use every resource possible to ensure this hiring process stays within the current guidelines related to COVID-19. If selected to move forward, please be aware that at this time interviews will be conducted virtually using a webcam teleconferencing method.

Minimum Qualification Requirements

Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:

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Whether it's caring for those in need, making highways safer, or improving agriculture production, the work that we do matters to the people of Iowa.

We take our responsibilities and the public trust very seriously. We are committed to delivering the services that matter most to the people of Iowa. If you have the skills, the commitment and the desire to make a difference, then we invite you to explore the career opportunities available with the State of Iowa.

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