Taxpayer Service Representative 4

Would you like to be part of an amazing team that helps Arizonans thrive At the Department of Revenue (ADOR) our mission is to Serve Taxpayers! ADOR is looking for individuals who are committed to service community and teamwork. To learn more about ADOR please visit . Come Join the ADOR Team!

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 3 days per week in office. 3 week full time in-office training.

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.

Essential Duties and Responsibilities include but are not limited to:

Taxpayer Information and Assistance Processing
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: -
o Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated
o Completes all required training in a timely manner.
o Participates in assigned work teams as appropriate.
o May complete periodic metrics projects huddle boards and reports as requested.
o 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.

Knowledge
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

The ideal candidate for this position will have:

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 service or related experience
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 Arizona Department of Revenue offers a comprehensive benefits package to include:
-Affordable medical dental life and short-term disability insurance plans
-Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
-10 paid holidays per year
-Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
-Sick time accrued at 3.70 hours bi-weekly
-Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
-Deferred compensation plan
-Wellness plans
-Tuition Reimbursement
-Infant at Work Program
-Rideshare and Public Transit Subsidy
-Career Advancement & Employee Development Opportunities
-Flexible schedules to create a work/life balance

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 programhere. For a complete list of benefits provided by The State of Arizona please visit our benefits page

State employees are required to participate in the Arizona State Retirement System (ASRS) the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.
On or shortly after your first day of work you will be provided with additional information about the available insurance plans enrollment instructions submission deadlines and effective dates.

If you have any questions need assistance or would like to request a reasonable accommodation please contact

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