Taxpayer Information Specialist 3
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DEPT OF REVENUE
Funding Arizona's future through excellence in innovation, exceptional customer service and public servant-led continuous improvement.
TAXPAYER INFORMATION SPECIALIST 3
Job Location:
Division of Taxpayer Services
1600 W Monroe Street, Phoenix, AZ 85007
Posting Details:
Salary: $19.71 Hourly
Grade: 16
Closing Date: 7/3/2026
Job Summary:
The Taxpayer Support Specialist 3 is the face of the Department of Revenue by interacting in person with taxpayers coming into the Phoenix, Mesa, and Tucson offices, as assigned. This role is responsible for directly receiving, processing, and applying payments for all tax types in the forms of cash, checks, debit/credit cards, and money orders to taxpayer's personal or business accounts, and also complete daily reconciliation and end-of-day balancing of assigned till. Additionally, the Taxpayer Support Specialist 3 assists the Licensing Specialists with processing licensing and registration forms, general disclosure/representation authorization forms, requests for copies of tax documents, and all other applicable State of Arizona tax forms that are accepted in office, as requested.
This position is full time in office M-F 8am-5pm
Job Duties:
Cashiering/Clerking:
Receives and processes taxpayer's payments in the form of cash, check, debit/credit card, and money orders
Accurately applies payments to taxpayer's personal and business accounts
Completes daily reconciliation and end-of-day monies balancing of assigned till
License and Registration Forms Processing:
Facilitates the processing of applications and forms to include:
Processing license, contracting, and registration renewals and applications
Processing business account updates
Processing and completing applicable ADOR Taxpayer Forms such as Power of Attorney and Requests, Copies of Tax -Documents requests, and
Marijuana Excise Tax Returns
Preparing responses to emails and escalated tickets to applied for accounts and suspended applications
Service Delivery:
Greets taxpayers professionally and courteously, demonstrating a willingness to actively listen and address their inquiries or concerns
Efficiently provides taxpayers with accurate information and proactively educates taxpayers to sustain compliance
Documents taxpayer interactions and/or transactions, and records details of inquiries, complaints or comments, and any actions taken
Refers unresolved customer grievances or inquiries to designated departments or leads/supervisors
Responds to inbound inquiries and/or grievance emails from taxpayers
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
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 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:
Minimum of two years related experience, years related experience to include a minimum of 6 months of cashiering
One or more years working in a high production environment
Minimum of 6 months as Taxpayer Support Specialist 2
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:
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 talentgroup@azdor.gov.