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

Salary: $44,000 per year / $21.15/ per hour 

Grade: 17

Closing Date: Until closed

Position Summary:
The Taxpayer Support Specialist 4 serves as the team lead and subject-matter expert for their assigned Cashier Lobby Team in Phoenix, Mesa, or Tucson. The team is responsible for directly receiving, processing, and applying payments for all tax types in the forms of cash, checks, and money orders to taxpayers’ personal or business accounts, and also completing daily reconciliation and end-of-day balancing of assigned till. Additionally, the Taxpayer Support Specialist 4 processes the daily deposit (i.e. sorting daily cashiered documents, validating all lieu of bonds are saved for Revenue Accounting, etc.), assigns tasks to subordinate team members, processes licensing and registration and general disclosure/representation authorization forms, requests for copies of tax documents, and all other applicable State of Arizona tax forms that are accepted in the office, as requested.

Supervision:
This position does not have direct reports.

This position may be available to work onsite Monday to Friday from 7:45am to 4:45pm  

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.

Lead
Serves as lead for the team to include:
- Subject-matter expert in the functional role
- First point of escalation for those in the functional roles
- Workflow coordination of those in the functional roles
- Peer mentor to those in functional roles
- Monitors team members as a backup to the supervisor as needed
- Contributes toward positive team culture.

License and Registration Forms Processing
Facilitates the processing of applications and forms to include:
- Processing license, contracting, and registration renewals and applications
- Processing business account updates
- Processing and completing applicable ADOR Taxpayer Forms such as Power of Attorney and Requests, Copies of Tax Documents requests, and Marijuana Excise Tax Returns
- Preparing responses to emails and escalated tickets to applied for accounts and suspended applications.

Service Delivery
- Greets taxpayers professionally and courteously, demonstrating a willingness to actively listen and address their inquiries or concerns
- Efficiently provides taxpayers with accurate information and proactively educates taxpayers to sustain compliance
- Documents taxpayer interactions and/or transactions, and records details of inquiries, complaints, or comments, and any actions taken
- Refers unresolved customer grievances or inquiries to designated departments or
- Responds to inbound inquiries and/or grievance emails from taxpayers.

Cashiering/Clerking
- Receives and processes taxpayer’s payments in the form of cash, check, debit/credit card, and money orders
- Accurately applies payments to taxpayer’s personal and business accounts
- Completes daily reconciliation and end-of-day monies balancing of assigned till.

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

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 three years related experience to include a minimum of 6 months of cashiering

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 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.)

- Two or more years working in a high production environment
- Minimum of 6 months as Taxpayer Support Specialist 3
- 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.