DEPARTMENT OF REVENUE

Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant-led continuous improvement.

Job Location:

Division of Taxpayer Services

400 W Congress Street, Tucson, AZ 85701

Posting Details:

Salary: 16.35 Hourly 

Grade: 15

Closing Date: 5/10/26

Job Summary:

The Taxpayer Information Specialist 2 will represent the Taxpayer Information & Assistance SRO Team by serving as the first-tier customer service representative for both in-person and online taxpayers. This role will be responsible for providing basic and accurate information to taxpayer inquiries and/or triaging taxpayers to senior team members for assistance. This role will also provide administrative support to the senior team members by receiving, sorting, distributing and/or scanning documents to the team.

This position will be full-time in office.

Job Duties:

Service Delivery

• Provides basic, first-tier information to in-person taxpayers 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 second/third-tier taxpayer inquiries and grievances to senior team members
  


• Educating taxpayers in registration and use of department’s business website
  

Administrative/Office Support

• Receives, sorts, and distributes/scans daily deliveries to senior team members
  


• Coordinates lobby traffic by checking in new employees for taxpayer information and assistance teams.

Taxpayer Information and Assistance Processing

• Assist senior team members and leadership with facilitating the processing of taxpayer correspondence and forms to include:
  


• Process forms requests received through Forms Request emails and Web tickets
  


• Process taxpayer letter requests received from senior team members (type, print, mail)
  


• Retrieve, count and scan/assign taxpayer correspondence cases to senior team members

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, Skills & Abilities (KSAs):

Knowledge/Understanding

• Knowledge of principles and processes for providing customer and personal services
  


• Basic 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 primarily in-office with occasionally remote work opportunities
  


• 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
  

Selective Preference(s):

The ideal candidate will possess:

• 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 six months 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

Pre-Employment Requirements:

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.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits:

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
  


• Stipend Opportunities
  


• Infant at Work Program
  


• Rideshare and Public Transit Subsidy
  


• Career Advancement & Employee Development Opportunities
  


• Flexible schedules to create a work/life balance
  


• 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

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

Retirement:

State employees are required to participate in the Arizona State Retirement System (ASRS).
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 [email protected].

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