TAXPAYER INFORMATION SPECIALIST 3
State of Arizona
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Job summary
The Taxpayer Information Specialist 3 position with the State of Arizona focuses on delivering accurate, intermediate-level tax information to taxpayers in person and online. You will review returns, interpret tax laws, and triage questions to senior staff while documenting interactions and preserving data quality.
Qualified candidates should understand customer service principles, be able to work flexibly in a dynamic environment, and may have a remote-work option within Arizona based on
Qualifications
- Knowledge of customer service principles and tax policies.
- Proficiency with PC, Windows, MS Office and Google Suite.
- Bilingual in English and Spanish preferred.
Responsibilities
- Provide intermediate-level information to taxpayers in person and online.
- Review tax forms and records for accuracy and apply tax rules.
- Triages inquiries and escalates to senior staff as needed.
- Document interactions and maintain accurate case records.
- Assist with registration and use of the department website.
Skills
Education
Tools
Job description
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.
Tucson, AZ 85701
The Taxpayer Information Specialist 3 will represent the Taxpayer Information & Assistance SRO Team by serving as the second-tier customer service representative for both in-person and online taxpayers. This role will be responsible for providing intermediate-level and accurate information to taxpayer inquiries and/or triaging taxpayers to senior team members for assistance.
This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.
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.
Taxpayer Information and Assistance Processing:
- Technical review of taxpayer returns and records to determine validity of the information and/or make corrections
- Accurate interpretation and advisement of tax law, rules, and procedures to assist taxpayers with their specific needs
Thorough research of taxpayer information, applicable statutes/rulings, and policies to determine and establish appropriate billings, adjustments, - and/or refunds
- Determine and follow an action plan for the resolution of taxpayer inquiries
- Process and complete applicable ADOR taxpayer forms pertaining to Individual Income, Corporate Income, Transaction Privilege Tax and Use,
- Withholding, and Bonding and Licensing tax
- Perform responses to emails and tickets for refunds and general account assistance
Customer Service:
- Welcomes taxpayers in a professional and courteous manner
- Provides intermediate-level, second-tier information to in-person taxpayers and online via Live Chat and emails
- Documents taxpayer interactions and/or transactions, and records details of inquiries, complaints or comments, and any actions taken
- Refers unresolved customer grievances or inquiries and escalates third-tier taxpayer inquiries and grievances to senior team members
- Educating taxpayers in registration and use of department’s 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.
Knowledge/Understanding
- Knowledge of principles and processes for providing customer and personal services
- Intermediate knowledge of state tax statutes, laws, regulations, rules, and policies
Skills
- Utilizes approved Artificial Intelligence (AI) tools to automate routine tasks, improve productivity, and enhance workflows, while strictly adhering to agency data governance, security policies, and ethical standards regarding FTI and PII.
- Utilizes approved Artificial Intelligence (AI) tools to automate routine tasks, improve productivity, and enhance workflows, while strictly adhering to agency data governance, security policies, and ethical standards regarding FTI and PII.
- 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 ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another
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
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: Driver’s License Requirements.
The State of Arizona provides a world class comprehensive benefits package including:
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 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 ogre.ctr@azdor.gov
*The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.
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