Licensing Coordinator

Arizona Department of Administration•Phoenix, AZ

2d•Hybrid

About The Position

The Licensing Coordinator serves as a Tier-1 point-of-contact for both online and in-person taxpayers contacting the Licensing Call Center. This role is responsible for receiving, maintaining, and processing requests for license and tobacco stamp orders that are requested via in-person, phone, email, and written correspondence for License and Registration, Business One Stop, Peer to Peer Car Sharing, and Property Management Companies.

Requirements

Knowledge of principles and processes for providing customer and personal services
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 interpersonal skills and demeanor
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
Proficiency in the use of the tax reporting system
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; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed
Ability to learn and apply LEAN concepts, principles, and tools
Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another
A High School Diploma (HSD) or General Education Degree (GED), coursework, training, and work experience relevant to the assignment
Minimum of one (1) year experience as a Licensing Clerk, or related experience
Previous experience in a professional office setting

Responsibilities

Receives and processes requests received by phone, mail, email, and in-person
Maintains basic records for inventory
Inputs application information, and issues licenses and tobacco stamps
Researches and interprets customer records and documentation in order to resolve complex licensing issues and taxpayer complaints
Serves as the Tier-1 point-of-contact for taxpayers contacting the Licensing Call Center via phone calls, emails, and written (mail) inquiries
Performs account and records updates and maintenance as needed, or per the taxpayer’s request
Prepares tobacco stamp orders that come in through AZStep for pickup by Fedex or Brinks
Conducts evaluations and manages assigned workload and services
Provides back-up services to Licensing Clerk, as needed
Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.

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
Infant at Work Program
Rideshare and Public Transit Subsidy
Career Advancement & Employee Development Opportunities
Flexible schedules to create a work/life balance
Top ranked Arizona State Retirement System (ASRS) provides 100% employer matched contributions (enrollment eligibility will be effective after 27 weeks of State employment).