Taxpayer Services Division

400 W Congress St.

Tucson, AZ 85701

Salary: $46,000 

Grade: 17

Closing Date: 6/29/2026

The Taxpayer Information Specialist 4 will represent the Taxpayer Information & Assistance SRO Team by serving as the highest-tier customer service representative for both in-person and online taxpayers. This role will be responsible for providing accurate, expert-level information to taxpayer inquiries and/or triaging taxpayers to management for escalated assistance.

Lead Responsibilities:

• The Lead Taxpayer Information Specialist 4 serves as a working supervisor, bridging the gap between individual contributors and management. 
  
• Schedules, assigns, and distributes daily tasks to the team.
  
• Checks completed work for quality and adherence to standards.
  
• Orients new staff and trains team members on procedures.
  
• Performance Input Provides feedback and performance assessments to the actual supervisor.
  
• Hands On Work Continues to perform the core duties of the job alongside the team.
  
• Focuses on how the work gets done day to day, while supervisors handle broader management, performance goals, and long term planning.

This position may be available for remote work within Arizona (# days per week in the office/hoteling).

Essential Duties and Responsibilities include but are not limited to:

Taxpayer Information and Assistance Processing

• Conducts technical reviews of taxpayer returns and records to determine validity of the information and/or make corrections
  
• Accurately interprets and advises about tax law, rules and procedures to assist taxpayers with their specific needs
  
• Thoroughly researches taxpayer information, applicable statutes/rulings, and policies to determine and establish appropriate billings, adjustments, and refunds
  
• Determines and follows an action plan for the resolution of taxpayer inquiries
  
• Processes and completes applicable ADOR taxpayer forms pertaining to Individual Income, Corporate Income, Transaction Privilege Tax and Use, and Withholding.
  
• Accurately communicates tax law, account research, account resolution and problem resolution to the taxpayer or their authorized representative via written and verbal communication, including face-to face contact, e-mail and live chat in accordance with established protocols

Lead & Coordination Duties

• Schedules, assigns, and distributes daily tasks to the team
  
• Checks completed work for quality and adherence to standards
  
• Orients new staff and trains team members on procedures
  
• Provides feedback and performance assessments to the actual supervisor
  
• Welcomes taxpayers in a professional and courteous manner
  
• Provides expert-level information to in-person taxpayers and online via Live Chat and emails as the highest-tier customer service representative
  
• Documents taxpayer interactions and transactions, and records details of inquiries, complaints or comments, and any actions taken
  
• Escalates taxpayer inquiries and grievances to management, as needed
  
• Educates taxpayers in registration and use of department’s business website

Agency/Department Compliance & Continuous Improvement

• Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities 
  
• Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated
  
• 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/Understanding

• Knowledge of principles and processes for providing customer and personal services
  
• Working 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 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
  
• Skill in coaching, mentoring, or training staff on standard procedures.
  
• Skill in effectively coordinating and delegating tasks to ensure team deadlines are met.

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 a rotating schedule of being in-office and remote work within the state of Arizona
  
• 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
  
• Ability to provide constructive feedback and monitor team performance against established standards.
  
• Ability to facilitate work huddles and effectively communicate instructions to team members.
  
• Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another
  

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 three years customer service or 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

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.

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

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.

If you have any questions, need assistance, or would like to request a reasonable accommodation, please contact the ADOR Talent Team at

ogre.ctr@azdor.gov

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