TAXPAYER SUPPORT SPECIALIST 3

Arizona Department of Administration•Tucson, AZ

6d•Onsite

About The Position

The Taxpayer Support Specialist 3 represents the Arizona Department of Revenue by serving taxpayers in person at an assigned office. This full-time, in-office position is based at 400 West Congress Street in Tucson, Arizona. The specialist receives, processes, and applies tax payments—including cash, checks, debit/credit cards, and money orders—to personal and business accounts, and performs daily till reconciliation and end-of-day balancing. The role also supports Licensing Specialists by processing licensing and registration forms, disclosure and representation authorizations, requests for copies of tax documents, and other applicable tax forms accepted in the office. The position provides courteous, accurate customer service and taxpayer education; documents interactions and transactions; responds to taxpayer inquiries and grievance emails; and refers unresolved matters to appropriate departments or supervisors. It also requires staying current on tax laws, regulations, policies, and practices; participating in training, team activities, and coaching; and contributing to continuous improvement using Arizona Management System lean principles.

Requirements

Knowledge of customer and personal service principles and processes.
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/typing speed of at least 40 words per minute and 10-key skill.
Effective interpersonal skills and demeanor.
Organization and time-management skills, including ability to progress on multiple tasks simultaneously and work in high-pressure situations.
Proficiency using a Windows PC, the Internet, Microsoft Office applications such as Outlook, Word, and Excel, and Google Suite applications such as 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 appropriately.
Analytical problem-solving ability, including gathering, organizing, and analyzing information, identifying likely causes and logical outcomes, and determining options and solutions.
Ability to learn and apply lean concepts, principles, and tools.
Willingness and ability to embody ADOR’s 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, an Arizona tax filing records check, and, if applicable, an ASEDRA Authorized Driver Identification Check.
Newly hired State employees must successfully complete E-Verify.

Nice To Haves

A high school diploma or GED, or relevant coursework, training, and work experience that meet the knowledge, skills, and abilities for the assignment.
At least two years of related experience, including at least six months of cashiering.
At least one year of experience in a high-production environment.
At least six months of experience as a Taxpayer Support Specialist 2.
Previous experience with continuous improvement, Six Sigma, and/or Lean.
Previous customer-service experience focused on courteous, professional service in a fast-paced environment.
Bilingual English and Spanish.

Responsibilities

Receive and process taxpayer payments by cash, check, debit/credit card, and money order.
Apply payments accurately to taxpayers’ personal and business accounts.
Reconcile daily transactions and balance the assigned till at the end of the day.
Process license, contracting, and registration applications and renewals.
Process business account updates and applicable ADOR taxpayer forms, including Power of Attorney and Requests, Copies of Tax Documents requests, and Marijuana Excise Tax Returns.
Prepare responses to emails and escalated tickets concerning applied-for accounts and suspended applications.
Greet taxpayers courteously, listen to their concerns, provide accurate information, and proactively educate them to support tax compliance.
Document taxpayer interactions and transactions, including inquiries, complaints, comments, and actions taken.
Refer unresolved inquiries or grievances to designated departments or leads/supervisors.
Respond to inbound taxpayer inquiries and grievance emails.
Keep current on tax-related laws, regulations, policies, and best practices through research, consultation, subscriptions, professional activities, and training.
Attend meetings and huddles, complete required training, participate in assigned work teams, and prepare for and participate in one-to-one supervisor coaching.
Complete metrics, projects, huddle boards, and reports as requested.
Apply lean principles through the Arizona Management System and recommend or participate in process improvements.

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 biweekly for the first three years.
Sick time accrued at 3.70 hours biweekly.
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.
Optional remote work schedules, subject to management discretion.
Arizona State Retirement System defined-benefit plan providing lifelong retirement income.
Voluntary deferred compensation program for tax-deferred retirement investments.