Address:  400 W Congress St, Tucson, AZ 85701

Salary: $34,000  

Grade: 15

Closing Date: Until Filled

The Taxpayer Support Specialist 2 is the face of the Department of Revenue by interacting in person with taxpayers. This position also serves taxpayers via Live Chat, emails and phone calls in the Tucson office. The Taxpayer Support Specialist 2 will provide basic and accurate information to taxpayers and will receive, sort, and distribute daily deliveries. Additionally, the Tax Support Specialist 2 is responsible for coordinating lobby traffic by checking in visitors,, triaging walk-ins, and documenting summons, and is to maintain office security by following safety procedures and controlling access via the reception desk. They are also responsible for assisting with clerking duties when needed or assigned.

Supervision:
This position does not have direct reports.

• This position is 100% in office at the Tucson location.

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.

Front Desk Service

• 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
• Receives, sorts, and distribute daily deliveries
• 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

Agency/Department Compliance & Continuous Improvement

• 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.

Other duties as assigned

Requirements
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 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

Licenses & Certifications
None

Knowledge/Understanding

• Knowledge of principles and processes for providing customer and personal services
• Knowledge of generally accepted accounting practices, as it applies to cash handling

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
• 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

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 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

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.)

• 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

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
-If applicable, ASEDRA Authorized Driver Identification Check

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

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.