DEPARTMENT OF REVENUE

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

Job Location:

Taxpayer Services Division
400 W Congress St. Tucson, AZ 85701

Posting Details:

Salary: $34,000 

Grade: 16

Closing Date: 5/05/2026

Job Summary:

The Taxpayer Support Specialist 2 is the face of the Department of Revenue by interacting in person with taxpayers. Provides basic and accurate information to taxpayers; coordinating lobby traffic by checking in visitors, triaging walk-ins, and documenting summons; and maintains office security by following safety procedures and controlling access via the reception desk. Additionally and as assigned, assists with clerking duties, and/or receives, sorts, distributes daily deliveries and cashier duties as needed

Job Duties:

Front Desk Service

• Greets, welcomes, and directs taxpayers at the front desk in a professional and courteous manner
  


• Provides basic and accurate information taxpayers in person at the front desk
  


• Documents taxpayer interactions and/or transactions, and records details of inquiries, complaints or comments, and any actions taken
  


• Assists with filing assistance, taxpayer education, refund issues/disputes, and State of Arizona tax policies and procedures
  


• Maintains office security by following safety procedures and controlling access via the reception desk (logbook monitoring, visitor badges, etc.)
  


• Coordinates lobby traffic by checking in visitors, triaging walk-ins, and documenting summons
  


• Refers unresolved customer grievances or inquiries to designated departments or leads/supervisors and escalate difficult taxpayer inquiries and grievances to r team leadership
  


• As assigned by location, receives, sorts, and distributes daily deliveries
  


• As assigned by location, assists with cashiering
  

Agency/Department Compliance & Continuous Improvement

• Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities.
  


• 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


• Knowledge of generally accepted accounting practices, as it applies to cash handling

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 skill
  


• 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.
  


• 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.
  
  

Selective Preference(s):

• 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 (nice to have)
  

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 to include a minimum of 6 months of customer service or front desk reception

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.

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

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.