Address:  1600 W. Monroe St. , Phoenix, AZ 85007

Salary: $66,390 per year | Grade: 20

Closing Date: Until filled

The Manager, Taxpayer Services is responsible for managing strategically overseeing the operational effectiveness and performance of multiple distinct customer service programs as assigned by specific position to include Peer to Peer Car Sharing, Bonding, Contracting, Business One Stop, License and Registration, Property Management Companies, Tobacco Stamps, Arizona Family Tax Rebate, and Where's My Refund, AZTax Help, AZTaxes, & Property Tax Nuisance; supervising a 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.

Supervision: This position has 7-10 direct reports and contractors in individual contributor roles

This position is onsite Monday thru Friday from 8am to 5pm.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Supervisory

Carries out supervisory responsibilities in accordance with ADOR’s core values, agency policies, applicable standard work, and applicable laws.

Operational Management & Optimization 

Oversees the day-to-day operations of all customer service programs as assigned, including live chat, inbound/outbound calls via the Geneysis 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
• System Oversight
• Quality Assurance
• Maintains up-to-date, relevant knowledge base
• Develops and updates pre-scripted responses  specifically for agents addressing complex and new program inquiries

Service Delivery

• 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

Agency/Department Compliance & Continuous Improvement

• 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
• 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
• 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.

Project Engagement/Management

• 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.

Education & Experience

• Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a relevant degree from an accredited college or university such as Bachelor’s Degree (e.g., B.A.), training, coursework, and work experience relevant to the assignment
• Minimum of four (4) years related experience in receiving, maintaining, and/or processing requests for licenses, tobacco stamp orders, and bonds.

Knowledge/Understanding

• 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

Skills

• 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
  
• 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 Word and Excel; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive
• Proficiency in the use of tax reporting systems

Abilities

• 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 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 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
• Ability to understand and solve problems by applying intermediate 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

Additional Job Demands

• 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.
• No substantial exposure to adverse environmental conditions (such as in typical office or administrative work.)

Bachelors Degree in Business, Public Administration, or a related field

The final candidate will be required to abide by the the following pre-employment checks:
-Employment Verification and Reference Checks
-State and Federal Criminal Background Check, including fingerprinting
-Arizona Tax Filing Records Check

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides a world class comprehensive benefits package including:
-Paid time off for holidays, sick days, annual leave, military leave, bereavement leave, and civic duty leave
-Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
-A robust and affordable insurance plan that includes medical, dental, vision, life insurance, short-term, and long-term disability options.
-Higher education discounts for State employees and tuition reimbursement up to $5,250 per fiscal year, available to seek further career advancement or certification in Continuing Professional Education.
-Work-life balance and additional options for life betterment such as the Infant at Work Program, State Wellness Program, Public Transit Discounts, Alternate Work Schedules, and Telework opportunities.

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Top ranked Arizona State Retirement System (ASRS) provides 100% employer matched contributions (enrollment eligibility will be effective after 27 weeks of State employment). ASRS provides a lifelong benefit based on years of service earned, or worked, and your ending salary. Learn more about ASRS at: https://www.azasrs.gov/content/new-and-prospective-members.

If you have any questions, need assistance, or would like to request a reasonable accommodation, please contact the ADOR Talent Team at talentgroup@azdor.gov.


*The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.