Taxpayer Service Representative

DEPARTMENT OF REVENUE Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant-led continuous improvement. TAXPAYER SERVICE REPRESENTATIVE 4 Division of Taxpayer Services 400 West Congress Street. Tucson, AZ Salary: $21.15 Hourly Grade: 17 Closing Date: 10/2/26

Job Summary:

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Revenue (ADOR) our mission is to Serve Taxpayers! ADOR is looking for individuals who are committed to service, community, and teamwork. To learn more about ADOR please visit azdor.gov. 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.

This position may be available for remote work within Arizona 3 days per week in office. 3 week full time in-office training.

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.

Essential Duties and Responsibilities include but are not limited to:

• 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/or 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, Withholding, and Bonding and Licensing tax
• 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

• 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/or 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

• 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:
  
  - o Attends staff meetings and huddles of work unit or district; and may cascade and track…