Taxpayer Support Specialist 3

Arizona Department of Administration•Tucson, AZ

4d•Onsite

About The Position

The Taxpayer Support Specialist 3 is an in-office position with the Arizona Department of Revenue’s Division of Taxpayer Services at 400 West Congress Street in Tucson, Arizona. The role serves taxpayers in person and supports the Department’s mission to serve taxpayers. Responsibilities include receiving, processing, and applying payments to personal and business tax accounts; reconciling and balancing an assigned till at the end of each day; helping process licensing, registration, and other tax forms; and responding to taxpayer inquiries and emails. The position also provides courteous, accurate customer service, documents interactions and transactions, and refers unresolved issues to appropriate departments or supervisors. The employee is expected to stay current on relevant tax laws, regulations, policies, and practices, participate in training and team activities, and contribute to process 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 speed of at least 40 words per minute and 10-key skill.
Effective interpersonal skills and professional demeanor.
Organization and time-management skills, including the ability to progress on multiple tasks simultaneously and work in high-pressure situations.
Proficiency using a PC in a Windows environment, the Internet, Microsoft Outlook, Word, and Excel, and Google Suite applications including 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.
Ability to analyze information, identify problems and probable causes, and determine logical options and solutions.
Ability to learn and apply lean concepts, principles, and tools.
Willingness and ability to embody ADOR’s core values: Do the Right Thing, Commit to Excellence, and Care About One Another.
The posting identifies a high school diploma or GED, relevant coursework, training, and work experience as typical ways to obtain the required knowledge, skills, and abilities.
The selective preferences specify at least two years of related experience, including at least six months of cashiering; at least one year in a high-production environment; and at least six months as a Taxpayer Support Specialist 2.
Final candidates must complete employment verification and reference checks, state and federal criminal background checks including fingerprinting, and an Arizona tax filing records check; an ASEDRA Authorized Driver Identification Check applies if relevant.
Newly hired State employees must successfully complete E-Verify.

Nice To Haves

Previous experience with continuous improvement, Six Sigma, and/or Lean.
Customer service experience focused on serving customers professionally and courteously in a fast-paced environment.
Bilingual proficiency in English and Spanish.

Responsibilities

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

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 accrual of 4.00 hours bi-weekly for the first three years.
Sick-time accrual of 3.70 hours bi-weekly.
Paid parental leave of up to 12 weeks per year for a newborn or newly placed foster or adopted child, under a 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.
Option of a full-time or part-time remote work schedule as a management option, subject to agency discretion.
Participation in the Arizona State Retirement System defined benefit plan, which provides lifelong retirement income.
Option to participate in a voluntary deferred compensation program for tax-deferred retirement investments.