Customer Service Representative / Customer Representative (Bilingual/ Spanish)

Job Title: Customer Service Representative / Customer Representative (Bilingual/ Spanish)
Work location: 1600 W Monroe St, Phoenix, AZ, 85007
Duration: 12 Months
Roles and Responsibilities:

• The Customer Service Representative 3 is the face of the Department of Revenue by interacting in person with taxpayers coming into the office, as assigned.
• This role is responsible for directly receiving, processing, and applying payments for all tax types in the forms of cash, checks, and money orders to taxpayer's personal or business accounts, and also complete daily reconciliation and end-of-day balancing of assigned till.
• Additionally, the Customer Service Representative 3 assists the Licensing Specialists with processing licensing and registration forms, general disclosure/representative authorization forms, requests for copies of tax documents, and all other applicable tax forms that are accepted in office, as requested. Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive Keyboarding/typing at least 40 wpm and 10-key skill Skilled in the customer service technique of conflict de-escalation and resolution
• Abilities Ability to clear a comprehensive background and clearance process that includes an tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the client 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,
• Care About One Another Selective Preferences One or more years working in a high production environment Previous experience with Continuous Improvement, Six Sigma, and/or Lean Previous experience in customer service emphasizing on professional and courteously serving customers in a fast-paced environment Bilingual in English and Spanish

Skills Required:

• Strong verbal, written, and active listening skills Strong mathematical skills such as addition, subtraction, multiplication, division, percentage, and averages 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 Keyboarding/typing at least 40 wpm and 10-key skill Skilled in the customer service technique of conflict de-escalation and resolution.
• Knowledge of principles and processes for providing customer and personal services Knowledge of generally accepted accounting practices, as it applies to cash handling.

Work Experience Required:

• Minimum of two years of related experience.

Required Education:

• High School Diploma.