Taxpayer Support Specialist

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

Division of Taxpayer Services
400 West Congress Street, Tucson, AZ

Salary: $19.71 Hourly
Grade: 16
Closing Date: 10/21/26

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.
This is a full time in-office position at 400 West Congress Street, Tucson, AZ

Essential Duties and Responsibilities include but are not limited to:

• 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

• 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

• 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

• 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 of principles and processes for providing customer and personal services
• Knowledge of generally accepted accounting practices, as it applies to cash handling

• 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…