ARIZONA DEPARTMENT OF REVENUE

Funding Arizona's future through excellence in innovation, exceptional customer service and public servant-led continuous improvement.

All Arizona State employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government.

Our goal is for every ADOR team member to reflect on individual and team performance, reduce waste, and commit to continuous improvement with sustainable progress.

Through AMS, every ADOR team member seeks to understand customer needs, identify problems, improve processes, and measure results.

Taxpayer Support Specialist 2

Job Location :

Address : 400 W Congress St, Tucson, AZ

Salary : $16.3462 / hr ($34,000 / yr)

Grade : 15

Closing Date : Open Until Filled

Job Summary :

The Arizona Department of Revenue is seeking Taxpayer Support Specialists to join our team!

Taxpayer Support Specialists must be present in the office Monday through Friday as this position does not offer remote work options.

Job Duties :

Taxpayer Support Specialist 2 job description.pdf

The Taxpayer Support Specialist 2 is the face of the Department of Revenue by interacting in person with taxpayers coming into the Tucson office.

This role is responsible for receiving visitors at the front desk by greeting, welcoming, directing, and announcing them appropriately.

The Taxpayer Support Specialist 2 will provide basic and accurate information to in-person 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, assigning badges, 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 cashiering and clerking duties when needed or assigned. For more details about this opportunity, please read the attached job description.

Knowledge, Skills & Abilities (KSAs) :

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

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.)

Selective Preference(s) :

• 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

Pre-Employment Requirements :

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).

Benefits :

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.

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

Retirement :

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.

Contact Us :

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-716-6950.

Requests should be made as early as possible to allow time to arrange the accommodation.

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

If you have any questions, please contact the ADOR Human Resources office at humanresources@azdor.gov or at 602-716-6950 for assistance.

Last updated : 2024-04-25