LEAD CUSTOMER SERVICE REP 4

Arizona Department of Administration•Tucson, AZ

1d•Hybrid

About The Position

The Taxpayer Information Specialist 4 will represent the Taxpayer Information & Assistance SRO Team by serving as the highest-tier customer service representative for both in-person and online taxpayers. This role will be responsible for providing accurate, expert-level information to taxpayer inquiries and/or triaging taxpayers to management for escalated assistance.

Requirements

Knowledge of principles and processes for providing customer and personal services.
Working knowledge of state tax statutes, laws, regulations, rules, and policies.
Strong verbal, written, and active listening skills.
Strong customer service skills to include conflict de-escalation and resolution techniques.
Strong mathematical skills such as addition, subtraction, multiplication, division, percentage, and averages.
Keyboarding typing at least 40 wpm and 10-key skills.
Effective organization and time management skills with the ability to make measurable progress on several tasks simultaneously and work in high-pressure situations.
Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Outlook, Word and Excel; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive.
Skill in coaching, mentoring, or training staff on standard procedures.
Skill in effectively coordinating and delegating tasks to ensure team deadlines are met.
Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety.
Ability to work a rotating schedule of being in-office and remote work within the state of Arizona.
Ability to work with a high degree of autonomy and also participate collaboratively as part of a team.
Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner.
Ability to understand and solve problems by applying basic analytical skills to include collecting all the relevant information and data needed to address the problem.
Ability to learn and apply LEAN concepts, principles, and tools.
Ability to provide constructive feedback and monitor team performance against established standards.
Ability to facilitate work huddles and effectively communicate instructions to team members.
Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another.
Minimum of three years customer service or related experience.
Experience working in a high production environment.
Previous experience with Continuous Improvement, Six Sigma and/or Lean.
Previous experience in customer service emphasizing on professionally and courteously serving customers in a fast paced environment.
Employment Verification and Reference Checks.
State and Federal Criminal Background Check, including fingerprinting.
Arizona Tax Filing Records Check.

Nice To Haves

Bilingual in English and Spanish.

Responsibilities

Serves as a working supervisor, bridging the gap between individual contributors and management.
Schedules, assigns, and distributes daily tasks to the team.
Checks completed work for quality and adherence to standards.
Orients new staff and trains team members on procedures.
Provides feedback and performance assessments to the actual supervisor.
Performs the core duties of the job alongside the team.
Focuses on how the work gets done day to day, while supervisors handle broader management, performance goals, and long term planning.
Conducts technical reviews of taxpayer returns and records to determine validity of the information and/or make corrections.
Accurately interprets and advises about tax law, rules and procedures to assist taxpayers with their specific needs.
Thoroughly researches taxpayer information, applicable statutes/rulings, and policies to determine and establish appropriate billings, adjustments, and refunds.
Determines and follows an action plan for the resolution of taxpayer inquiries.
Processes and completes applicable ADOR taxpayer forms pertaining to Individual Income, Corporate Income, Transaction Privilege Tax and Use, and Withholding.
Accurately communicates tax law, account research, account resolution and problem resolution to the taxpayer or their authorized representative via written and verbal communication, including face-to face contact, e-mail and live chat in accordance with established protocols.
Welcomes taxpayers in a professional and courteous manner.
Provides expert-level information to in-person taxpayers and online via Live Chat and emails as the highest-tier customer service representative.
Documents taxpayer interactions and transactions, and records details of inquiries, complaints or comments, and any actions taken.
Escalates taxpayer inquiries and grievances to management, as needed.
Educates taxpayers in registration and use of department’s business website.
Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities.
Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated.
May complete periodic metrics, projects, huddle boards and reports as requested.
Prepares for and actively participates in 1:1 coaching with supervisor.
Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in continuous improvement efforts as assigned.

Benefits

Affordable medical, dental, life, and short-term disability insurance plans.
Participation in the Arizona State Retirement System (ASRS) and long-term disability plans.
10 paid holidays per year.
Vacation time accrued at 4.00 hours bi-weekly for the first 3 years.
Sick time accrued at 3.70 hours bi-weekly.
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
Deferred compensation plan.
Wellness plans.
Tuition Reimbursement.
Stipend Opportunities.
Infant at Work Program.
Rideshare and Public Transit Subsidy.
Career Advancement & Employee Development Opportunities.
Flexible schedules to create a work/life balance.