Customer Service Specialist

Overview

Position Number:
County: Jefferson
Posting End Date: 1/13/2026

Anticipated Starting Salary: $39,171

Regulatory - AR Racing Com-Casino Gaming

The mission of the Department of Finance and Administration is to provide Arkansas citizens convenient, effective, and courteous service which will encourage voluntary compliance with tax, license, and child support laws.

Job Series: Revenue Programs

Classification: Customer Service Specialist – Career Path

Class Code: PRP
02P

Pay Grade: SGS
03

Salary Range: $39,171 - $57,973

The Customer Service Specialist is responsible for providing exceptional customer service to taxpayers and the public regarding state tax inquiries, payments, child support, or other related services. This position involves assisting customers both in person and via phone, email, and other communication channels. The successful candidate will be skilled in problem-solving, possess a strong understanding of state tax policies and procedures or child support policies and regulations, and deliver timely and accurate information to resolve issues.

The Customer Service Specialist will work collaboratively with other staff to ensure the smooth operation of the revenue or child support office, while upholding state and federal regulations and maintaining a positive customer experience.

• Provide high-quality customer service by responding to taxpayer and customer inquiries, explaining tax laws, payment processes, child support services, and related issues.
• Assist customers with the completion of tax and other forms, tax filing procedures, and understanding their tax or child support obligations in a professional and courteous manner.
• Answer questions related to individual and business tax filings, tax payment processes, refunds, penalties, and other revenue-related topics.
• Help taxpayers resolve issues related to overdue payments, discrepancies, or other concerns by providing accurate information and guidance.
• Help child support customers with case issues by providing information and assisting with completing applications and forms.
• Gather information through interviews and contact to employers and other entities. Perform activities to locate parents’ address, employer, and income or other assets.
• Accurately record and document customer interactions, inquiries, and the steps taken to resolve issues in the department’s systems.
• Maintain up-to-date records of taxpayer and customer requests and follow up as necessary to ensure that all issues are addressed.
• Guide taxpayers through the process of filing taxes online, by mail, or in person. Educate taxpayers on the various tax filing methods and procedures to ensure compliance with state tax laws.
• Provide clear instructions for completing tax forms and submitting required documentation.
• Identify, investigate, and resolve customer service issues, including discrepancies, incorrect filings, payment issues, or other challenges. Escalate more complex cases or disputes to the appropriate departments for resolution.
• Provide general administrative support within the revenue or child support office, including data entry, sorting mail, filing documents, organizing records, and other clerical duties.
• Assist in preparing and processing forms, applications, and payments. Accept and process payments for taxes, fees, fines, or other revenue and child support-related services. Provide receipts and ensure transactions are recorded and processed according to state procedures.

• Demonstrated ability to interact professionally and courteously with taxpayers and customers, ensuring positive experiences even in challenging or stressful situations.
• Strong interpersonal, verbal, and written communication skills to explain complex tax or child support regulations clearly.
• Active listening, empathy, and the ability to assess situations and provide solutions.
• Strong critical thinking and attention to detail in documenting information and processing payments.
• Ability to handle sensitive taxpayer information with discretion and maintain confidentiality.
• Demonstrated integrity in all customer service interactions.

Minimum…