State of Arizona
DEPT 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 3 Job Location: 1600 W. Monoroe st, Phoenix, AZ 85007
Posting Details: Salary: $41,000 per year/ $21.15/hr Grade: 16 Closing Date: Until Close
The Taxpayer Support Specialist 3 is the face of the Department of Revenue by interacting in person with taxpayers coming into the Phoenix, Mesa, and Tucson offices, as assigned. This role is responsible for directly receiving, processing, and applying payments for all tax types in the forms of cash, checks, debit/credit cards, and money orders to taxpayer’s personal or business accounts, and also complete daily reconciliation and end‑of‑day balancing of assigned till. Additionally, the Taxpayer Support Specialist 3 assists the Licensing Specialists with processing licensing and registration forms, general disclosure/representation authorization forms, requests for copies of tax documents, and all other applicable State of Arizona tax forms that are accepted in office, as requested.
Supervision: This position does not have direct reports.
This position is available for onsite work on a full‑time basis within Arizona.
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.
Job Duties:
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
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 leads/supervisors
Responds to inbound inquiries and/or grievance emails from taxpayers
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 other 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 Other duties as assigned.
Knowledge, Skills & Abilities (KSAs) 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 two years related experience years related experience to include a minimum of 6 months of cashiering.
Licenses & Certifications None required.
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).
Selective Preference(s)
One or more years working in a high production environment
Minimum of 6 months as Taxpayer Support Specialist 2
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
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
Benefits
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.
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 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.
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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 3 Job Location: 1600 W. Monoroe st, Phoenix, AZ 85007
Posting Details: Salary: $41,000 per year/ $21.15/hr Grade: 16 Closing Date: Until Close
The Taxpayer Support Specialist 3 is the face of the Department of Revenue by interacting in person with taxpayers coming into the Phoenix, Mesa, and Tucson offices, as assigned. This role is responsible for directly receiving, processing, and applying payments for all tax types in the forms of cash, checks, debit/credit cards, and money orders to taxpayer’s personal or business accounts, and also complete daily reconciliation and end‑of‑day balancing of assigned till. Additionally, the Taxpayer Support Specialist 3 assists the Licensing Specialists with processing licensing and registration forms, general disclosure/representation authorization forms, requests for copies of tax documents, and all other applicable State of Arizona tax forms that are accepted in office, as requested.
Supervision: This position does not have direct reports.
This position is available for onsite work on a full‑time basis within Arizona.
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.
Job Duties:
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
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 leads/supervisors
Responds to inbound inquiries and/or grievance emails from taxpayers
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 other 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 Other duties as assigned.
Knowledge, Skills & Abilities (KSAs) 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 two years related experience years related experience to include a minimum of 6 months of cashiering.
Licenses & Certifications None required.
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).
Selective Preference(s)
One or more years working in a high production environment
Minimum of 6 months as Taxpayer Support Specialist 2
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
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
Benefits
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.
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 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.
#J-18808-Ljbffr