Arizona Department of Revenue Hiring for Taxpayer Information Specialist at Phoenix, AZ  Full Time

This position is available to work at hybrid work schedule, working 1-2 days a week in office, or as needed. Remote work, within Arizona, is available for days not required to be in-office based upon the department’s business needs and continual meeting of expected performance measures.

The Taxpayer Information Specialist 4 will represent the Taxpayer Information & Assistance Team by serving as the highest-tier customer service representative for both in-person and online taxpayers. This role will be responsible for providing advanced-level and accurate information to taxpayer inquiries and serve as the primary point of contact for escalated customer issues or grievances.

If this sounds like a role for you, please check out the detailed job description attached!

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 relevant degree from an accredited college or university such as Associate’s Degree (e.g., A.A.), training, coursework, and work experience relevant to the assignment.
-Minimum of three years related experience

Licenses & Certifications
-None required

Knowledge/Understanding
-Knowledge of principles and processes for providing customer and personal services
-Advanced 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 intermediate 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.)

-Bachelor’s Degree in a related field
-Experience working in a high production environment
-Previous experience with Continuous Improvement, Six Sigma and/or Lean
-Bilingual in English and Spanish

The final candidate will be required to abide by the the following pre-employment checks:
-Employment and Education Verification, and Reference Checks
-State and Federal Criminal Background Check, including fingerprinting
-Arizona Tax Filing Records Check
-If applicable, ASEDRA Authorized Driver Identification Check

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 $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.

Learn more about the Paid Parental Leave pilot program . For a complete list of benefits provided by The State of Arizona, please visit our

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.

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 [email protected] or at 602-716-6950 for assistance.