Customer Service Supervisor
Date Posted: May 1, 2026
Requisition ID: 476984
Location:
Indianapolis, IN, US, 46204
Work for Indiana
Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a 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.
About the Indiana Department of Revenue :
The Indiana Department of Revenue team is comprised of over 700 staff that are located in 13 locations across the state of Indiana. We work collaboratively with the Indiana Governor's office, the General Assembly, state agencies, individuals, business owners, corporations, tax practitioners, and a variety of 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 in a fair, secure, and efficient manner.
Indiana Department of Revenue has unwavering focus on building and nurturing a healthy and fun organizational culture. Our Customer Service team is a close-knit work family that continues to thrive and grow in an atmosphere of mutual respect, support, guidance, and celebration of our successes. This is a fast paced, high-energy environment where we work hard, and work smart together while having fun in a Can Do, Team Spirit Atmosphere! Our leaders have a passionate commitment to Learning, Development and Continuous Improvement. By selecting positive minded, high-energy individuals, who are dedicated to Service, to join our DOR family, we are able to model the attitude, performance, behavior, and commitment that make DOR a great place to work.
Role Overview:
The Tax Services Supervisor leads a staff of Customer Service Representatives to ensure the highest level of customer service to our taxpayers. You will implement sectional goals and objectives, ensure employee development, and establish 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.
Salary Statement:
The salary for this position traditionally starts at $53,222.00 but may be commensurate with education or work experience.
A Day in the Life:
The essential functions of this role are as follows:
Oversee the day-to-day Call Center Operations and ensure that the customer service goals and objectives are met
Provides guidance to tax analysts in resolution of complex and/or unusual problems or questions
Develops, revises, and delivers training material to employees on departmental administrative rules and procedures
Works standard 8:00-4:30 and be available until the queues are clear
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
Keeps track of employee attendance and addresses accordingly
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
Assists Division Manager with development and monitoring of short- and long-term goals and objectives
Participates with interviewing and hiring customer service staff
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.
This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.
What You'll Need for Success:
Individuals in this role should minimally be able to articulate or demonstrate the following:
Ability to learn and lead teams to learn, understand and apply the knowledge of agency and division goals, missions, objectives, structure, and function
Ability to adhere to and lead teams to adhere to personnel laws, policies, and guidelines
Ability to gain extensive knowledge and lead teams to gain extensive knowledge of State and Federal tax laws, rules, and regulations applicable to various tax @types
Ability to learn and lead teams to learn, understand and apply the knowledge of the procedures for properly preparing the various tax returns and forms
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
A degree is not required. However, at least 2 + years of experience in supervision applying the outlined knowledge, skills, and abilities in a similar role may be considered. Two years experience as a Department of Revenue Working Leader may be considered for the supervisory experience.
Individuals should have the ability to perform essential functions with or without reasonable accommodation.
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 benefit 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
Deferred compensation 457(b) account (similar to 401(k) 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 and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
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. 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. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.
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