Taxpayer Information Specialist

DEPARTMENT OF REVENUE Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant-led continuous improvement.
TAXPAYER INFORMATION SPECIALIST 3

Division of Tax Payer Services
400 W Congress Street
Tucson, AZ 85701

Salary: $19.71 Hourly

Grade: 16

Closing Date: 3/5/2026

The Department of Revenue is seeking an experienced and highly motivated individual to join our team as a Taxpayer Information Specialist 3. The Taxpayer Information Specialist 3 will represent the Taxpayer Information & Assistance SRO Team by serving as the second-tier customer service representative for both in-person and online taxpayers. This role will be responsible for providing intermediate-level and accurate information to taxpayer inquiries and/or triaging taxpayers to senior team members for assistance.

This position may be available for remote work within Arizona (minimum 2-3 days per week in the office).

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:

Taxpayer Information and Assistance Processing

• Technical review of taxpayer returns and records to determine validity of the information and/or make corrections

• Accurate interpretation and advisement of tax law, rules, and procedures to assist taxpayers with their specific needs

• Thorough research of taxpayer information, applicable statutes/rulings, and policies to determine and establish appropriate billings, adjustments, and/or refunds

• Determine and follow an action plan for the resolution of taxpayer inquiries

• Process and complete applicable ADOR taxpayer forms pertaining to Individual Income, Corporate Income, Transaction Privilege Tax and Use, Withholding, and Bonding and Licensing tax

• Perform responses to emails and tickets for refunds and general account assistance

Customer Service

• Provides intermediate-level, second-tier information to in-person taxpayers and online via Live Chat and emails

• Documents taxpayer interactions and/or transactions, and records details of inquiries, complaints or comments, and any actions taken

• Refers unresolved customer grievances or inquiries and escalates third-tier taxpayer inquiries and grievances to senior team members

• Educating 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 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.

• 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.

Additional Job Demands

• In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Knowledge/Understanding

• Knowledge of principles and processes for providing customer and personal services

• Intermediate 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…