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CUSTOMER SERVICE REPRESENTATIVE 3

  • 511821
  • PHOENIX
  • DEPT OF REVENUE
  • Full-time

DEPT OF REVENUE

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

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.

 

DEPT OF REVENUE

Job Location:

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

Posting Details:

Salary: $29,822 

Grade: 16

Closing Date: Open Until Filled

Job Summary:

Come join ADOR, one of the 2022 Top Companies to Work For in Arizona!

The Customer Service Representative 3 will perform senior level customer service activities and receive and process payments that come to the Arizona Department of Revenue.

This position will manage customer service complaints, inquiries, and issues that may include specialized instruction, training, or certification in specialized areas of expertise. The Customer Service Representative 3 must always stay up-to-date with rules, regulations, or statutes relevant to obtaining or maintaining licenses and may need to maintain files of resource documents, such as copies of current regulations, employees licensing applications, and other relevant materials.

In addition, this position ensures payments are posted accurately and assists with reconciling money and running reports. The role also requires advanced knowledge of the Department of Revenue’s tax accounting software and related systems.

The Customer Service Representative 3 will train in all lead roles, and therefore may be responsible for training staff and monitoring workflow within the unit.

Job Duties:

Essential duties and responsibilities include but are not limited to:
-Receiving and processing payments, and ensuring payments and represented items are posted accurately to taxpayer or business accounts
-Reconciliation and balancing of payments
-Processing documents related to obtaining and maintaining licenses
-Performing customer service activities by providing assistance, guidance, and instruction to customer service complaints, inquiries, and issues
-Performing the complete range of customer service functions,] and exercising discretion to interpret and apply customer service operations
-Maintaining knowledge of principles and processes for providing customer and personal services and remaining familiar with ADOR’s tax system and related systems
-Keeping records of customer interactions or transactions, recording details of inquiries, complaints, or comments, and recording actions taken
-Continuously evaluating and identifying opportunities to improve the customer experience
-Maintaining familiarity with with rules, regulations, and/or statutes with respect to licensing
-Interpreting policies and procedures to educate others and to make recommendations for changes in work processes and procedures
-Supporting and participating in Arizona Management System activities and processes
-Training in all unit’s lead roles, which includes then to be responsible for training staff and monitoring workflow within the unit

Knowledge, Skills & Abilities (KSAs):

Knowledge of:
-Applicable program rules, regulations, policies, procedures, systems, and statutes
-Principles and processes for providing customer and personal services, including customer needs assessments meeting quality standards for services and evaluation of customer satisfaction
-Administrative and clerical procedures and systems, such as Word processing, managing files and records, and other office procedures and terminology
-Staff training and problem solving techniques
-Methods of developing performance and productivity standards
-Internal and external data management systems

Skilled in:
-Oral, written, and interpersonal communication
-Maintaining effective working relationships with internal and external customers
-Analysis and work techniques required to maintain accounting records through automated tax systems
-Typing and 10 key
-Operating a personal computer, calculator, and other office equipment
-Organization and time management

Ability to:
-Resolve complex customer problems escalated by service staff
-Apply customer service principles, practices, and theories to real work business challenges
-Provide comprehensive training programs
-Empower employees to make decisions that lead to customer satisfaction
-Train staff to communicate well, analyze and resolve customer issues, and make sound, rational decisions
-Identify the root cause of problems and implements solutions in stressful situations

Selective Preference(s):

-N/A

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.

ARIZONA MANAGEMENT SYSTEM (AMS)

All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  
State employees are highly engaged, collaborative and embrace a culture of public service.

The State of Arizona is an Equal Employment Opportunity Employer.