TAX SUPPORT SPECIALIST 2

Division of Taxpayer Services

1600 W Monroe St

Phoenix, AZ 85007

Salary: $38,000 

Grade: 15

Closing Date: 5/20/2026

The Taxpayer Support Specialist 2 serves as a Tier-2 point-of-contact for online, in-person, and written correspondence through License and Registration. This role serves as a key Taxpayer Support Specialist, responsible for high-volume financial transactions and administrative assistance. Core duties include receiving, processing, and accurately applying all forms of tax payments to taxpayer accounts, alongside completing daily till reconciliation. The specialist provides Tier-2 support for Licensing processes, handling licensing and registration forms, general disclosure documents, and document copy requests. This position also assists with general clerical, reception, and mail/delivery distribution duties as needed.

Essential Duties and Responsibilities include but are not limited to:

Cashiering and Financial Transaction Management

• Receives and processes taxpayer’s payments in the form of cash, check, , and money orders.
• Accurately applies payments to taxpayer’s personal and business accounts.
• Completes mandatory daily reconciliation and end-of-day monies balancing of assigned till.

Customer Service

• Serves as the Tier-2 point-of-contact for taxpayers, including staffing the customer service windows for in-person inquiries, and handling contacts via phone calls, emails, and written (mail) correspondence.
• 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.

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
• 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

Front Desk Service

• Greets, welcomes, and directs taxpayers at the front desk in a professional and courteous manner
• Provides basic and accurate information taxpayers in person at the front desk
• Documents taxpayer interactions and/or transactions, and records details of inquiries, complaints or comments, and any actions taken
• Assists with filing assistance, taxpayer education, refund issues/disputes, and State of Arizona tax policies and procedures
• Maintains office security by following safety procedures and controlling access via the reception desk (logbook monitoring, visitor badges, etc.)
• Coordinates lobby traffic by checking in visitors, triaging walk-ins, and documenting summons
• Refers unresolved customer grievances or inquiries to designated departments or leads/supervisors and escalate difficult taxpayer inquiries and grievances to r team leadership
• As assigned by location, receives, sorts, and distributes daily deliveries
• As assigned by location, assists with cashiering

Knowledge

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

Skill

• 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 least 40 wpm and 10-key skill
• Effective interpersonal skills and demeanor
• Effective organization and time management skills with the ability to make measurable progress on several tasks simultaneously and work in high-pressure situations
• Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Outlook, Word and Excel; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive

Ability

• Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
• Ability to work primarily in-office with occasionally remote work opportunities
• Ability to work with a high degree of autonomy and also participate collaboratively as part of a team
• Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner
• Ability to understand and solve problems 
• Ability to learn and apply LEAN concepts, principles, and tools
• Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another
• Experience working in a high production environment
• Previous experience in customer service emphasizing on professionally and courteously serving customers in a fast paced environment
• Bilingual in English and Spanish

Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a High School Diploma (HSD) or General Education Degree (GED), coursework, training, and work experience relevant to the assignment.
Minimum of one year related experience to include a minimum of 6 months of customer service or front desk reception

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

The State of Arizona provides a world class comprehensive benefits package including:

• Affordable medical, dental, life, and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Vacation time accrued at 4.00 hours bi-weekly for the first 3 years
• Sick time accrued at 3.70 hours bi-weekly
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement 
• Stipend Opportunities 
• Infant at Work Program 
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities
• Flexible schedules to create a work/life balance

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

State employees are required to participate in the Arizona State Retirement System (ASRS)

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.

If you have any questions, need assistance, or would like to request a reasonable accommodation, please contact the ADOR Talent Team at oagre.ctr@azdor.gov

*The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.