DEPARTMENT OF REVENUE

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

TAXPAYER INFORMATION SPECIALIST 2

Job Location:

Division of Taxpayer Services

400 W Congress Street, Tucson, AZ 85701

Posting Details:

Salary: 16.35 Hourly 

Grade: 15

Closing Date: 5/10/26

Job Summary:

The Taxpayer Information Specialist 2 will represent the Taxpayer Information & Assistance SRO Team by serving as the first-tier customer service representative for both in-person and online taxpayers. This role will be responsible for providing basic and accurate information to taxpayer inquiries and/or triaging taxpayers to senior team members for assistance. This role will also provide administrative support to the senior team members by receiving, sorting, distributing and/or scanning documents to the team.

This position will be full-time in office.

Job Duties:

Service Delivery

• Provides basic, first-tier information to in-person taxpayers 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 second/third-tier taxpayer inquiries and grievances to senior team members
  
• Educating taxpayers in registration and use of department’s business website
  

Administrative/Office Support

• Receives, sorts, and distributes/scans daily deliveries to senior team members
  
• Coordinates lobby traffic by checking in new employees for taxpayer information and assistance teams.

Taxpayer Information and Assistance Processing

• Assist senior team members and leadership with facilitating the processing of taxpayer correspondence and forms to include:
  
• Process forms requests received through Forms Request emails and Web tickets
  
• Process taxpayer letter requests received from senior team members (type, print, mail)
  
• Retrieve, count and scan/assign taxpayer correspondence cases to senior team members

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.
  
• 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, Skills & Abilities (KSAs):

Knowledge/Understanding

• Knowledge of principles and processes for providing customer and personal services
  
• Basic 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, multipli