Lead Taxpayer Support Specialist 4

Arizona Department of Administration•Tucson, AZ

1d•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 payments for all tax types—including cash, checks, money orders, and debit/credit cards—to taxpayers’ personal or business accounts, and completes daily reconciliation and end-of-day balancing of assigned tills. The role also processes daily deposits and cashiered documents, assigns work to team members, processes licensing, registration, disclosure and representation authorization forms, and handles requests for tax-document copies and other applicable State of Arizona tax forms accepted in the office. The position is based at the Division of Taxpayer Services, 400 West Congress Street, Tucson, Arizona, and requires full-time in-office presence. The specialist coordinates workflow, mentors peers, serves as a first escalation point, and may monitor team members as backup to the supervisor. The role also provides taxpayer service, processes forms and applications, supports compliance, and contributes to continuous improvement. The role requires knowledge of customer service principles and generally accepted accounting practices for cash handling. Candidates should have strong communication, listening, customer-service, mathematical, keyboarding, organization, time-management, and interpersonal skills, along with proficiency using Windows PCs, the Internet, Microsoft Office, and Google Suite. The position requires the ability to pass background and tax-compliance checks and to handle confidential information appropriately.

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 speed of at least 40 words per minute and 10-key skill.
Effective interpersonal skills and professional demeanor.
Effective organization and time-management skills, including the ability to make measurable progress on several tasks simultaneously and work in high-pressure situations.
Proficiency with a PC in a Windows environment, the Internet, Microsoft Outlook, Word, and Excel, and Google Suite applications including 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 and share it appropriately with internal and external individuals.
Ability to analyze information, identify problems and likely causes, and determine logical options and solutions.
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, and an Arizona tax filing records check; an ASEDRA Authorized Driver Identification Check applies if relevant.
All newly hired State employees must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Nice To Haves

Any combination of education, coursework, training, and work experience relevant to the assignment that meets the knowledge, skills, and abilities; typical preparation may include a high school diploma or GED.
At least three years of related experience, including at least six months of cashiering.
At least two years 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’s functional subject-matter expert and first point of escalation.
Coordinate workflow, assign tasks, mentor peers, contribute to a positive team culture, and monitor team members as backup to the supervisor when needed.
Process license, contracting, and registration applications and renewals, and update business accounts.
Complete applicable ADOR taxpayer forms, including Power of Attorney and Requests, copies of tax-document requests, and Marijuana Excise Tax Returns.
Prepare responses to emails and escalated tickets concerning applied-for accounts and suspended applications.
Greet taxpayers professionally, listen to and address inquiries or 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 and respond to inbound taxpayer inquiries and grievance emails.
Receive and process taxpayer payments by cash, check, debit/credit card, and money order, and accurately apply payments to personal and business accounts.
Complete daily reconciliation and end-of-day balancing of the assigned till.
Process daily deposits, including sorting cashiered documents and validating that applicable lieu-of-bond documents are saved for Revenue Accounting.
Stay current on relevant tax laws, regulations, policies, and practices through research, consultation, subscriptions, professional activities, and training.
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 in one-to-one coaching with the supervisor.
Apply Arizona Management System lean principles, recommend process improvements, and participate in continuous-improvement efforts.

Benefits

Affordable medical, dental, life, and short-term disability insurance plans.
Participation in the Arizona State Retirement System 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 a full-time or part-time remote work schedule as a management option, not an employee entitlement or right.