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Customer Service Supervisor

Date Posted:  Sep 22, 2022
Requisition ID:  394186

Bloomington, IN, US, 47403


Work for Indiana

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.


At the State of Indiana, we don’t just talk about diversity and inclusion – Our goal is to create a welcoming, accessible, and equitable workplace, with a workforce that is representative of the State of Indiana population. As a proud equal opportunity employer, reasonable accommodations may be available to enable individuals with disabilities to interview and perform the essential functions of a role.



About the Indiana Department of Revenue:
The Indiana Department of Revenue Customer Service Department is responsible for providing service and support to Indiana Tax paying customers. This is a fabulous opportunity Join our team that has been named as an IndyStar 2019, 2020, 2021, and 2022 top place to work, and where we learn, have fun, and are committed to providing Best in Class Customer Service.


The salary for this position starts at $ 35,568.00 per year.


Next Level benefits at the State of Indiana are here! Be sure to review our expanded benefit package offerings below.


About the Job:

As a Customer Service Supervisor, you will supervise a staff of Customer Service Representatives to ensure the highest level of customer service to our individual and business taxpayers. You will be responsible for the successful implementation of sectional goals and objectives, for the development of employees, and for effective and efficient operational flows in the area. You will work to ensure the highest level of customer focus, with a strong commitment to the taxpayers of Indiana through continuous, innovative methods to increase accuracy, efficiency, and productivity in all areas of departmental operations and tax administration.

A Day in the Life:

 The essential functions of this role are as follows: Coaches and directs a professional staff to improve individual and team performance in support of Customer Service Division's program areas Conducts interviews and hires professional tax analyst staff Plans, revises and monitors operations and workflows to meet the division and section goals and objectives Establishes standards, guidelines and priorities for each employee's performance appraisal Maintains fact files of each employee Counsels employees regarding discipline issues; makes recommendations to Division Manager as applicable Creates and submits statistical reports as required Develops, revises, and delivers training material to employees on departmental administrative rules and procedures Provides guidance to tax analysts in resolution of complex and/or unusual problems or questions Assists Division Manager with development and monitoring of short and long term goals and objectives Represents the Department of Revenue with other departments, institutions, special interest groups and the general public Evaluates proposed legislation to determine potential impact on the Division's goals and objectives Makes budget recommendations regarding overtime and equipment procurements The job description 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:

  •  Extensive knowledge of the agency and division goals, missions, objectives, structure, and function
  • Extensive knowledge of State and Federal personnel laws, policies, and guidelines
  • Extensive knowledge of State and Federal tax laws, rules, and regulations applicable to various tax types
  • 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 coach, mentor, direct, and motivate subordinate staff
  • Ability to plan, assign and review work of subordinate staff
  • Ability to analyze the needs and operations of the section and make appropriate recommendations as needed
  • Ability to communicate effectively both orally and in writing
  • Ability to remain professional and respond diplomatically when dealing with the public
  • 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

Supervisory Responsibilities/Direct Reports:

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 program (offers a premium discount for the medical plan and gift cards);
  • 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.


Current Employee? Click here to apply.

Nearest Major Market: Bloomington Indiana