LEAD TAXPAYER SUPPORT SPECIALIST 4

Arizona Department of Administration•Tucson, AZ

3d•Onsite

About The Position

The Lead Taxpayer Support Specialist 4 serves as team lead and subject-matter expert for an assigned Cashier Lobby Team. The team receives, processes, and applies taxpayer payments—including cash, checks, debit or credit cards, and money orders—to personal and business accounts, and performs daily reconciliation and end-of-day till balancing. The position also processes daily deposits, sorts cashiered documents, and validates that documents such as lieu-of-bond records are saved for Revenue Accounting. The role assigns tasks to subordinate team members and processes licensing, registration, disclosure and representation authorization forms, requests for copies of tax documents, and other applicable Arizona tax forms accepted in the office. It provides taxpayer service in person and through inbound inquiries and grievance emails, supports account and application processing, and contributes to compliance and continuous improvement efforts. The position requires full-time in-office presence at 400 West Congress Street, Tucson, Arizona.

Requirements

Knowledge of principles and processes for providing customer and personal services.
Knowledge of generally accepted accounting practices as they apply to cash handling.
Strong verbal, written, and active listening skills.
Strong customer service skills, including conflict de-escalation and resolution techniques.
Strong mathematical skills, including addition, subtraction, multiplication, division, percentages, and averages.
Keyboarding/typing speed of at least 40 words per minute and 10-key skill.
Effective interpersonal skills and demeanor.
Effective organization and time-management skills, including the ability to make measurable progress on multiple tasks simultaneously and work in high-pressure situations.
Proficiency using a PC in a Windows environment, the Internet, Microsoft Office applications such as Outlook, Word, and Excel, and Google Suite applications such as Gmail, Sheets, Docs, and Drive.
Ability to pass a comprehensive background and clearance process, including Arizona tax compliance verification and an FBI criminal background check through Level One fingerprint clearance with the Arizona Department of Public Safety.
Ability to work autonomously and collaboratively as part of a team.
Ability to handle confidential information appropriately when sharing it with internal and external individuals.
Ability to analyze information, identify likely causes and logical outcomes, and develop options and solutions to address problems.
Ability to learn and apply LEAN concepts, principles, and tools.
Willingness and ability to embody ADOR’s core values: Do the Right Thing, Commit to Excellence, and Care About One Another.
Final candidates must complete employment verification and reference checks, state and federal criminal background checks including fingerprinting, an Arizona tax filing records check, and, if applicable, an ASEDRA Authorized Driver Identification Check.
Newly hired State employees must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

A high school diploma or GED, coursework, training, and work experience relevant to the assignment, or another combination that meets the knowledge, skills, and abilities.
At least three years of related experience, including at least six months of cashiering.
Two or more years of experience working in a high-production environment.
At least six months of experience as a Taxpayer Support Specialist 3.
Previous experience with Continuous Improvement, Six Sigma, and/or Lean.
Previous customer service experience emphasizing professional and courteous service in a fast-paced environment.
Bilingual proficiency in English and Spanish.

Responsibilities

Serve as the team lead and subject-matter expert for the assigned Cashier Lobby Team; act as the first escalation point, coordinate workflow, mentor peers, back up the supervisor as needed, and contribute to a positive team culture.
Assign tasks to subordinate team members.
Process license, contracting, and registration renewals and applications, as well as business account updates.
Process applicable ADOR taxpayer forms, including Power of Attorney and other requests, requests for copies of tax documents, and Marijuana Excise Tax Returns.
Prepare responses to emails and escalated tickets concerning applied-for accounts and suspended applications.
Greet taxpayers professionally and courteously, listen actively, address inquiries and concerns, provide accurate information, and proactively educate taxpayers to support compliance.
Document taxpayer interactions and transactions, including inquiries, complaints, comments, and actions taken; refer unresolved grievances or inquiries to designated departments.
Respond to inbound taxpayer inquiries and grievance emails.
Receive and process taxpayer payments in cash, check, debit or credit card, and money order; accurately apply payments to personal and business accounts.
Complete daily reconciliation and end-of-day balancing of the assigned till, and process daily deposits, including sorting cashiered documents and validating records for Revenue Accounting.
Stay current on applicable tax laws, regulations, policies, and best practices through research, consultation, subscriptions, professional activities, and training or continuing education.
Attend staff meetings and huddles, cascade and track information when indicated, complete required training, participate in assigned work teams, and complete metrics, projects, huddle boards, and reports as requested.
Prepare for and participate actively in one-to-one coaching with the supervisor.
Apply lean principles within the Arizona Management System, recommend process improvements, and participate 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 accrued at 4.00 hours bi-weekly for the first three years.
Sick time accrued at 3.70 hours bi-weekly.
Paid parental leave of up to 12 weeks per year for a newborn or newly placed foster or adopted child (pilot program).
Deferred compensation plan.
Wellness plans.
Tuition reimbursement.
Infant at Work Program.
Rideshare and public transit subsidy.
Career advancement and employee development opportunities.
Flexible schedules to support work/life balance.
Option of full-time or part-time remote work schedules as a management option, not an employee entitlement or right.