Manager, Taxpayer Services

Arizona Department of Administration • Tucson, AZ

8d • $60,400 • Onsite

About The Position

The Manager, Taxpayer Services is responsible for strategically overseeing the operational effectiveness and performance of multiple distinct customer service programs as assigned by specific position, including Where's My Refund, AZTaxes, and a live chat team that handles complex tax-related inquiries. Ensures consistent delivery of exceptional customer service across all program/service line-specific communication channels (e.g., live chat, phone via Genesys system, email casework, in-person, and mail, agency-wide appointment scheduling), drives program improvements, and manages escalated issues, specifically those pertaining to transaction privilege, corporate, and withholding taxes, to maintain high levels of customer satisfaction and achieve departmental goals.

Requirements

• Knowledge of Federal and State laws, statutes, rules, regulations, policies, and procedures regarding transaction, withholding, and corporate tax, additionally waste tire fees
• Knowledge of Federal and State laws, statutes, rules, regulations, policies, and procedures regulating confidentiality requirements
• Knowledge of investigative and research techniques
• Knowledge of all required supporting documentation necessary to make licensing determinations
• Strong verbal, written, and active listening skills
• Strong customer service skills to include conflict de-escalation and resolution techniques
• Strong organization and time management skills with the ability to make measurable progress on several tasks simultaneously and work in high-pressure situations
• Effective project management skills with the ability to lead and direct the work of teams
• 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 in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
• Ability to lead and motivate a team through change initiatives and project implementations.
• Ability to effectively delegate tasks and managing accountability within project teams
• Ability to manage diverse customer service programs

Nice To Haves

• Bachelors Degree in Business, Public Administration, or a related field
• Minimum of four (4) years of experience in customer service across multiple channels, including live chat, a sophisticated phone system, customer facing lobby activities, and email

Responsibilities

• Carries out supervisory responsibilities applicable for the oversight of full-time employees and contractors in accordance with ADOR’s core values, agency policies, applicable standard work, and applicable laws, to include: Actively participating in the interviewing and hiring processes and ensuring successful functional onboarding. Planning, assigning, coordinating, and overseeing daily work of contractors in alignment with strategic, operational, and tactical priorities of the organization. Conducts regular one-on-one meetings providing constructive, balanced, regular performance feedback, coaching, and mentoring. Setting reasonable stretch performance goals. Recognizing performance excellence, culture championship, and continuous improvement efforts. Communicating and enforcing agency policies and programs. Applying corrective action, addressing complaints and resolving problems in a timely fashion, involving and collaborating with leadership.
• Oversees the day-to-day operations of all customer service programs as assigned, including in-person customer-facing service, live chat, inbound/outbound calls via the Genesys phone system, emails, casework, and mail correspondence to include the following: Monitors, proactively mitigates, and communicates workforce, capacity, and scheduling to agency leadership. Manages the facilitation and processing of requests for assigned service lines/programs.
• Oversees the operation and performance of the Genesys phone system, including call routing, IVR, Live Chat, and reporting functionalities for all incoming calls, including those related to "Where's My Refund" and "AZ Taxes". May manage and optimize the live chat platform, ensuring seamless functionality and efficient customer interactions for all inquiry types.
• Manages a robust quality assurance program for all interactions (chat, phone, email, casework, mail), with a specific focus on the accuracy and completeness of responses for customer inquiries across all assigned programs. Monitors key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction for all programs. Conducts regular monitoring of customer-agent interactions to ensure adherence to service standards and procedural guidelines. Develops and updates pre-scripted responses specifically for agents addressing complex and new program inquiries.
• Ensures timely and accurate responses for general to complex inquiries across all channels. Communicates effectively with other departments to align on customer needs and resolve cross-functional issues, especially those pertaining to tax regulations and refund processes. Identify common customer issues related to all programs and work cross-functionally to address root causes. Serves as first point of escalation for the team by handling escalated customer inquiries and complex issues.
• 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. Ensures compliance with call center regulations and best practices. Develops, implements, and refines customer service policies, procedures, and best practices for handling a wide range of inquiries from general to complex across all channels. Analyzes data to identify trends, areas for improvement, and opportunities for proactive problem-solving.
• Lead or participate in projects aimed at improving customer service processes, efficiency, and overall customer satisfaction. Act as a liaison between the customer service team and other internal stakeholders to ensure customer needs are represented in company-wide initiatives.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager