Taxpayer Support Specialist 2

Arizona Department of Administration•Tucson, AZ

1d•Hybrid

About The Position

The Taxpayer Support Specialist 2 is the face of the Department of Revenue by interacting in person with taxpayers. Provides basic and accurate information to taxpayers; coordinating lobby traffic by checking in visitors, triaging walk-ins, and documenting summons; and maintains office security by following safety procedures and controlling access via the reception desk. Additionally and as assigned, assists with clerking duties, and/or receives, sorts, distributes daily deliveries and cashier duties as needed.

Requirements

Knowledge of principles and processes for providing customer and personal services
Knowledge of generally accepted accounting practices, as it applies to cash handling
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 skill
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.
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
In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
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 one year related experience to include a minimum of 6 months of customer service or front desk reception

Nice To Haves

Bilingual in English and Spanish

Responsibilities

Greets, welcomes, and directs taxpayers at the front desk in a professional and courteous manner
Provides basic and accurate information taxpayers in person at the front desk
Documents taxpayer interactions and/or transactions, and records details of inquiries, complaints or comments, and any actions taken
Assists with filing assistance, taxpayer education, refund issues/disputes, and State of Arizona tax policies and procedures
Maintains office security by following safety procedures and controlling access via the reception desk (logbook monitoring, visitor badges, etc.)
Coordinates lobby traffic by checking in visitors, triaging walk-ins, and documenting summons
Refers unresolved customer grievances or inquiries to designated departments or leads/supervisors and escalate difficult taxpayer inquiries and grievances to r team leadership
As assigned by location, receives, sorts, and distributes daily deliveries
As assigned by location, assists with cashiering
Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities.
Actively contributes to team and individual effectiveness
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