Customer Service Representativ
Customer Service Representativ
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
DEPT OF REVENUE
Funding Arizonas 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 Information Specialist 4
Address:
1600 W Monroe St Phoenix AZ 85007
Salary: 44000
Grade: 17
Closing Date: Until Filled
The Taxpayer Information Specialist 4 will represent the Taxpayer Information & Assistance SRO Team by serving as the highest-tier customer service representative for both in-person and online taxpayers. This role will be responsible for providing accurate expert-level information to taxpayer inquiries and/or triaging taxpayers to management for escalated assistance.
This position may be available for remote work within Arizona (2 days per week in the office/hoteling).
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 States 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.
- Conducts technical reviews of taxpayer returns and records to determine validity of the information and/or make corrections
- Accurately interprets and advises about tax law rules and procedures to assist taxpayers with their specific needs
- Thoroughly researches taxpayer information applicable statutes/rulings and policies to determine and establish appropriate billings adjustments and/or refunds
- Determines and follows an action plan for the resolution of taxpayer inquiries
- Processes and completes applicable ADOR taxpayer forms pertaining to Individual Income Corporate Income Transaction Privilege Tax and Use Withholding and Bonding and Licensing tax
- Accurately communicates tax law account research account resolution and problem resolution to the taxpayer or their authorized representative via written and verbal communication including face-to face contact e-mail and live chat in accordance with established protocols
Customer Service
- Welcomes taxpayers in a professional and courteous manner
- Provides expert-level information to in-person taxpayers and online via Live Chat and emails as the highest-tier customer service representative
- Documents taxpayer interactions and/or transactions and records details of inquiries complaints or comments and any actions taken
- Escalates taxpayer inquiries and grievances to management as needed
- Educates taxpayers in registration and use of departments business website
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.
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 customer services or related experience
Licenses & Certifications
None
Knowledge/Understanding
- Knowledge of principles and processes for providing customer and personal services
- Working knowledge of state tax statutes laws regulations rules and policies
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 skills
- 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 a rotating schedule of being in-office and remote work within the state of Arizona
- 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 ADORs 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:Drivers 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 $5250 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 programhere. 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: Us:
If you have any questions need assistance or would like to request a reasonable accommodation please contact the ADOR Talent Team at
*The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.
Employment Type
Full-Time
