Public Service Supervisor - Taxpayer Services

Full Job Description

The Iowa Department of Revenue Alcohol & Tax Operations Division is currently seeking a Public Service Supervisor to join our Taxpayer Services team, providing leadership to our front desk and call center staff.

The Operations Division functions as the central hub for both alcohol and tax-related processes and procedures.

This division is responsible for administering the transportation and distribution of wholesale alcoholic liquor to more than 2,000 privately-owned retailers across Iowa, ensuring they are delivered on time and in good condition.

Additionally, this division manages tax documents, payments and mail, as well as offering invaluable assistance to taxpayers for filing requirements and procedures.

This position will require 100% onsite work in the Hoover state office building in Des Moines.

The core working hours for this role will be 8:00 a.m. to 4:30 p.m.

In this position you will be responsible for:

• Provide leadership and direction for Taxpayer Services employees supporting front desk and call center operations
• Ensure customer service levels and phone coverage performance in a customer-facing position onsite at the Hoover Building
• Coach, mentor, train, and recognize employees to inspire them to perform at their maximum level
• 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 objectives and team strategies while monitoring employee performance expectations, goals, and measures
• Experience monitoring customer service levels and performance to ensure meeting section performance goals
• Ability to gather and analyze data to make data-informed decisions while engaging with cross-functional teams in continuous process improvement opportunities
• Ability to effectively communicate with multiple methods in support of processes and procedures

Job Specific Competencies:

• Administration and Management - Business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Customer Service - Principles and processes for providing customer services, including customer needs assessment, meeting quality standards for services, and evaluating customer satisfaction
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Communication - Expression of ideas and conveying information as appropriate for the needs of the audience

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

The mission of the Iowa Department of Revenue is to serve Iowans through the responsible collection and generation of revenue to support the public good. If you’re looking for a career with an organization that values its employees and customers, you’ve come to the right place.

Applicants must live within the State of Iowa to qualify for this position.

A background check, including a criminal history check, fingerprint and Iowa tax filing check, will be conducted on the final candidate.

Effective July 1st, 2025, all Department of Revenue staff and their household will not be able to play any Iowa Lottery games.

E-Verify and Right to Work:

The State of Iowa participates in E-Verify, a federal program that helps employers confirm the employment eligibility of all newly hired employees.

Within the required timeframe, new hires will be verified through the E-Verify system to ensure authorization to work in the United States.

The State of Iowa also complies with the federal Right to Work laws, which protect employees’ rights to work without being required to join a labor organization.

For more information, please visit www.e-verify.gov.

Qualifications