Taxpayer Information Specialist 2

Arizona Department of Administration•Tucson, AZ

1d•$16•Onsite

About The Position

The Taxpayer Information Specialist 2 will represent the Taxpayer Information & Assistance SRO Team by serving as the first-tier customer service representative for both in-person and online taxpayers. This role will be responsible for providing basic and accurate information to taxpayer inquiries and/or triaging taxpayers to senior team members for assistance. This role will also provide administrative support to the senior team members by receiving, sorting, distributing and/or scanning documents to the team. This position will be full-time in office.

Requirements

Knowledge of principles and processes for providing customer and personal services
Basic 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
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 primarily in-office with occasionally remote work opportunities
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

Nice To Haves

Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a High School Diploma (HSD) or General Education Degree (GED), coursework, training, and work experience relevant to the assignment.
Minimum of six months 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
Bilingual in English and Spanish

Responsibilities

Provides basic, first-tier information to in-person taxpayers and emails
Documents taxpayer interactions and/or transactions, and records details of inquiries, complaints or comments, and any actions taken
Refers unresolved customer grievances or inquiries and escalates second/third-tier taxpayer inquiries and grievances to senior team members
Educating taxpayers in registration and use of department’s business website
Receives, sorts, and distributes/scans daily deliveries to senior team members
Coordinates lobby traffic by checking in new employees for taxpayer information and assistance teams.
Assist senior team members and leadership with facilitating the processing of taxpayer correspondence and forms to include: Process forms requests received through Forms Request emails and Web tickets
Process taxpayer letter requests received from senior team members (type, print, mail)
Retrieve, count and scan/assign taxpayer correspondence cases to senior team members
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.
Actively contributes to team and individual effectiveness through the following: Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated
Completes all required training in a timely manner.
Participates in assigned work teams as appropriate.
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