CUSTOMER SERVICE SPECIALIST

Customer Service Specialist

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.

Job Series: Revenue Programs

Classification: Customer Service Specialist Career Path 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.
• Gather information through interviews and contact to 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.
• Maintain up-to-date records of taxpayer and customer requests and follow up as necessary to ensure that all issues are addressed.
• Guide taxpayers through the process of filing taxes online, by mail, or in person.
• Educate taxpayers on the various tax filing methods and procedures to ensure compliance with state tax laws.
• Provide clear instructions for completing tax forms and submitting required documentation.
• Identify, investigate, and resolve customer service issues, including discrepancies, incorrect filings, payment issues, or other challenges.
• Work with the appropriate departments or units to escalate more complex cases or disputes for further resolution.
• 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 that all transactions are accurately recorded and processed according to state procedures.

Knowledge and Skills:

• Demonstrated ability to interact professionally and courteously with taxpayers and customers, ensuring positive experiences even in challenging or stressful situations.
• Strong interpersonal skills are essential for building rapport and trust with customers.
• Excellent verbal and written communication skills, including the ability to explain complex tax or child support regulations in a clear, concise, and understandable manner.
• Ability to actively listen to customers and respond empathetically to their concerns.
• Ability to assess situations, identify issues, and provide solutions or guidance.
• Strong critical thinking skills to resolve discrepancies, answer questions accurately, 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.
• Ability to handle sensitive taxpayer information with discretion and adhere to confidentiality requirements.
• Demonstrated integrity in all customer service interactions.

Minimum Qualifications:

• A high school diploma.
• Satisfaction of the minimum qualifications, including years of experience and service, does not entitle employees to automatic progression within the job series. Promotion to the next classification level is at the discretion of the department and the Office of Personnel Management, taking into consideration the employee's demonstrated skills, competencies, performance, workload responsibilities, and organizational needs.
• 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.

ONLY COMPLETED APPLICATIONS WITH WORK HISTORY WILL BE ACCEPTED. Applications must include complete work history and references. A resume may accompany the state application but will not be substituted for any part of the application. False, misleading, or incomplete statements may result in disciplinary action and possible termination.

Veteran Preference: A copy of a DD-214 must be submitted to the Hiring Official at the time of interview to be considered for Veteran Preference.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.