CUSTOMER SERVICE SPECIALIST

Select how often (in days) to receive an alert: Position Number: 22150761 County: Washington Posting End Date: 7/24/2026 Anticipated Starting Salary: $39,171 Mission The mission of the Department of Finance and Administration is to provide Arkansas citizens convenient, effective, and courteous service which will encourage voluntary compliance with tax, license, and child support laws. Position Information Job Series: Revenue Programs Class Code: PRP02P Pay Grade: SGS03 Salary Range: $39,171 - $57,973 Job Summary The Customer Service Specialist is responsible for providing exceptional customer service to taxpayers and the public regarding state tax inquiries, payments, child support, or other related services. This position involves assisting customers both in person and via phone, email, and other communication channels. The successful candidate will be skilled in problem-solving, possess a strong understanding of state tax policies and procedures or child support policies and regulations, and deliver timely and accurate information to resolve issues. The Customer Service Specialist will work collaboratively with other staff to ensure the smooth operation of the revenue or child support office, while upholding state and federal regulations and maintaining a positive customer experience. Primary Responsibilities Provide high-quality customer service by responding to taxpayer and customer inquiries, explaining tax laws, payment processes, child support services, and related issues. Assist customers with the completion of tax and other forms, tax filing procedures, and understanding their tax or child support obligations in a professional and courteous manner. Answer questions related to individual and business tax filings, tax payment processes, refunds, penalties, and other revenue-related topics. Help taxpayers resolve issues related to overdue payments, discrepancies, or other concerns by providing accurate information and guidance. Help child support customers with case issues by providing information and assisting with completing applications and forms, gathering information through interviews, and contacting employers and other entities. Perform activities to locate parents’ address, employer, and income or other assets. Accurately record and document customer interactions, inquiries, and the steps taken to resolve issues in the department’s systems, maintaining up-to-date records and following up as necessary. Guide taxpayers through the process of filing taxes online, by mail, or in person, educating them on the various tax filing methods and procedures. Identify, investigate, and resolve customer service issues, including discrepancies, incorrect filings, payment issues, or other challenges, and work with appropriate departments or units to resolve more complex cases or disputes. Provide general administrative support within the revenue or child support office, including data entry, sorting mail, filing documents, organizing records, and other clerical duties. Assist in preparing and processing forms, applications, and payments. Accept and process payments for taxes, fees, fines, or other revenue and child support-related services, provide receipts, and ensure all transactions are accurately recorded and processed according to state procedures. Knowledge and Skills Professional and courteous interaction with taxpayers and customers, ensuring positive experiences even in challenging or stressful situations. Strong interpersonal, verbal, and written communication skills, with the ability to explain complex tax or child support regulations clearly and concisely. Empathetic listening to customers and responding to their concerns. Ability to assess situations, identify issues, and provide solutions or guidance, with strong critical thinking to resolve discrepancies and troubleshoot taxpayer problems efficiently. Meticulous attention to detail in documenting taxpayer information, processing payments, and ensuring accuracy in all aspects of customer service and record-keeping. Discretion in handling sensitive taxpayer information and adherence to confidentiality requirements. Demonstrated integrity in all customer service interactions. Minimum Qualifications A high school diploma. Licensure/Certifications N/A. Other job related education and/or experience may be substituted for all or part of these basic requirements, except for certification or licensure requirements, upon approval of the qualifications review committee. The State of Arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law. #J-18808-Ljbffr