Taxpayer Support Specialist

DEPT OF REVENUE

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

Job Location:

1600 W Monroe st. Phoenix, AZ 85007

Salary: $34,000 per year / $16.34 per hour

Grade: 13

Closing Date:
Until closed

Position Summary:

The Taxpayer Support Specialist 1 is the face of the Department of Revenue by interacting in person with taxpayers coming into the Phoenix office. This role is responsible for receiving visitors at the front desk by greeting, welcoming, directing, and announcing them appropriately. The Taxpayer Support Specialist 1 will provide basic and accurate information to in‑person taxpayers and will receive, sort, and distribute daily deliveries, including providing assistance with opening and sorting mail and working Post Office return mail.

Additionally, the Tax Support Specialist 1 is responsible for coordinating lobby traffic by checking in visitors, assigning badges, triaging walk‑ins, and documenting summons, and is to maintain office security by following safety procedures and controlling access via the reception desk. Supervision:
This position does not have direct reports.

This position is available for onsite work on a full‑time basis within Arizona.

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.

• Service Delivery
  • Greet, welcome, and direct taxpayers at the front desk in a professional and courteous manner.
  • Provide basic and accurate information to in‑person taxpayers as requested.
  • Document taxpayer interactions and/or transactions, and record details of inquiries, complaints or comments, and any actions taken.
  • Receive, sort, and distribute daily deliveries.
  • Maintain office security by following safety procedures and controlling access via the reception desk (logbook monitoring, visitor badges, etc.).
  • Coordinate lobby traffic by checking in visitors, assigning badges, triaging walk‑ins, and documenting summons.
  • Refer unresolved customer grievances or inquiries to designated departments or leads/supervisors and escalat​e difficult taxpayer inquiries and grievances to Tax Clerk 3’s and/or team leadership.
• Agency/Department Compliance & Continuous Improvement
  • Remain 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 other continuing education opportunities.
  • Actively contribute to team and individual effectiveness through attendance at staff meetings and huddles; completion of all required training in a timely manner; participation in assigned work teams; completion of periodic metrics, projects, huddle boards, and reports as requested; preparation for and active participation in 1:1 coaching with supervisor.
  • Maximize work processes and deliverables through lean principles within the Arizona Management System (AMS); provide recommendations for process improvement and engage in continuous improvement efforts as assigned.
• Other duties as assigned.

Education & Experience – Any combination…