• Job Description

  Req#: 511714

  ARIZONA DEPARTMENT OF REVENUE The Arizona Department of Revenue (ADOR) is consistently striving to recruit team members who are committed to providing quality services to the citizens of Arizona and are passionate about creating solutions to the ever-evolving decisions faced within state government. Join the Arizona Department of Revenue as your next career advancement and assist the Grand Canyon State by exemplifying our mission of “Serving Taxpayers.” All Arizona State employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government. Our goal is for every ADOR team member to reflect on individual and team performance, reduce waste, and commit to continuous improvement with sustainable progress. Through AMS, every ADOR team member seeks to understand customer needs, identify problems, improve processes, and measure results.

  CUSTOMER SERVICE REPRESENTATIVE 3 (Shared Services Call Center)

  Job Location:

  Address: 1600 W. Monroe Street, Phoenix, AZ 85007

  Posting Details:

  Salary: $19.2308/hr ($40,000/yr)
  

  Grade: 16
  

  This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

  Job Summary:

  Come join ADOR, one of the 2022 Top Companies to Work For in Arizona!
  
  The Arizona Department of Revenue is looking for customer service focused individuals to join the Education and Compliance team! These individuals are responsible for serving ADOR customers by handling inbound telephone calls related to tax compliance, delinquencies, and general information. The Customer Service Representatives also review taxpayer status and history and update key information details, educate taxpayers on current tax policies and making payment arrangements, and resolve any Tier 1 level issues. Additional roles will include assisting taxpayers with navigating the AZ Taxes website and any current self-servicing options, and are expected to prepare and submit electronic support requests according to department standard procedures.
  
  Our Customer Service Representatives will participate in Lean Six Sigma practices, including attending all huddles scheduled by call center leadership.

  Job Duties:

  Essential duties and responsibilities include but are not limited to:
  -Answer all incoming calls and consistently greet customers professionally and courteously, demonstrating a willingness to actively listen, clarify, and confirm information to address their issues and inquiries
  -Efficiently provide customers with accurate information and proactively educate them to sustain compliance, while simultaneously documenting and updating ticketing systems, Taxpayer Advocate Service (TAS), and/or other databases
  -Utilize all software, databases, systems, and scripts as outlined in standard work
  -Adhere to all ADOR policies and procedures, attend all scheduled meetings, and complete all required trainings
  -Meet or exceed all call center metrics

  Knowledge, Skills & Abilities (KSAs):

  Knowledge of:
  -Differing tax types
  -AZ Taxes website resources
  -TAS
  -Resources to assist and educate customers
  -Basic math and computer skills
  -Microsoft Word and Excel
  -Google Suite
  
  Skilled in:
  -Communicating, both written and verbal
  -Interpersonal communication
  -Retaining knowledge
  -Creative problem solving
  -Multi-tasking and organization
  
  Ability to:
  -Serve others
  -Understand call center key metrics
  -Work in a fast-paced environment
  -Be dependable and consistent
  -Quickly adapt to change
  -Sit for long periods of time
  -Learn and apply Lean Six Sigma principles and concepts

  Selective Preference(s):

  The ideal candidate for this position will have:
  -Ability to speak Spanish (preferred, not required)
  -Work flexible hours/schedule
  -An Associates Degree or higher
  -One or more years working in a call center environment
  -Experience with continuous improvement and/or Lean Six Sigma principles

  Pre-Employment Requirements:

  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

  Benefits:

  The State of Arizona provides a world class comprehensive benefits package including:
  -Paid time off for holidays, sick days, annual leave, military leave, bereavement leave, and civic duty leave
  -A robust and affordable insurance plan that includes medical, dental, vision, life insurance, short-term, and long-term disability options.
  -Higher education discounts for State employees and tuition reimbursement up to $5,250 per fiscal year, available to seek further career advancement or certification in Continuing Professional Education.
  -Work-life balance and additional options for life betterment such as the Infant at Work Program, State Wellness Program, Public Transit Discounts, Alternate Work Schedules, and Telework opportunities.

  For a complete list of benefits provided by The State of Arizona, please visit our benefits page

  Retirement:

  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:

  Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-716-6950.

  
  Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.

• About the company

  Arizona is on a mission to become the #1 state in the nation in which to live, work, play, get an education, and retire. Arizona state government plays a vital role in making this happen, and in order to maximize our potential the State of Arizona must operate in way that demonstrates a business-like approach. We are looking for enthusiastic and talented people to join the team.

Notice