DEPARTMENT OF REVENUE

Division of Taxpayer Services

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

Salary: 21.15/Hourly 

Grade: 19

The Licensing Specialist serves as a Tier-2 point-of-contact for both online and in-person taxpayers contacting the Licensing Call Center. This role is responsible for receiving, maintaining, and processing requests for bonds that are provided via in-person, phone, email, and written correspondence. Additionally, this role is responsible for receiving, maintaining, and processing requests for licenses and tobacco stamp orders for License and Registration, Business One Stop, and Peer to Peer Car Sharing, as needed.

Essential Duties and Responsibilities include but are not limited to:       

Bonds Processing

• Facilitates the processing of requests for construction contractor bonds, annual bond exemptions, and project bonds to include:
  
• Receives and processes requests received by phone, mail, and email
  
• Assists taxpayers with calculating Transaction Privilege bond amount
  
• Maintains basic records for inventory
  
• Inputs application information and issues bonds
  
• Researches and interprets customer records and documentation in order to resolve complex bonds issues and taxpayer complaints
• Receives and processes bond cancellations and releases

Licensing and Tobacco Stamp Orders Processing

• Facilitates the processing of requests for licensing, tobacco stamp orders and bonds to include:
  
• Receives and processes requests received by phone, mail, and email
  
• Maintains basic records for inventory
  
• Inputs application information, and issues licenses and tobacco stamps
  
• Researches and interprets customer records and documentation in order to resolve complex licensing issues and taxpayer complaints
  
• Customer Service
  
• Serves as the Tier-1 point-of-contact for taxpayers contacting the Licensing Call Center regarding bonds via phone calls, emails, and written (mail) inquiries and manages the bonding related phone line and email box
• Serves as the Tier-2 point-of-contact for taxpayers contacting the Licensing Call Center regarding licensing and tobacco stamps via phone calls, emails, and written (mail) inquiries

Administrative Services

• Prepare tobacco stamp orders that come in through AZ Step for pickup by FedEx or Brinks
  
• Perform maintenance on accounts per the taxpayer's request
  
• Conduct evaluations and manage assigned workload and services
  
• Provide back-up services to Licensing Coordinators, as needed

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 of principles and processes for providing customer and personal services
• 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, multiplication, division, percentage, and averages
  
• Keyboarding/typing at least 40 wpm and 10-key skills
  
• 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
  
• Proficiency in the use of the tax reporting system

Abilities

• 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 a rotating schedule of being in-office and remote work within the state of Arizona
  
• 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 by applying basic analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed
  
• 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
  

The ideal candidate will have:

• 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 two years experience as a Licensing Coordinator, or related experience
  
• Associates Degree in Business Administration or a related field
  

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

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

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 talentgroup@azdor.gov.


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