CUSTOMER SERVICE SPECIALIST

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; gather information through interviews and contact employers and other entities; locate parents’ address, employer, 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. 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 elevate 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 and the ability to build rapport and trust. Excellent verbal and written communication skills, including the ability to explain complex tax or child support regulations in a clear, concise, and understandable manner. Active listening, empathy, critical thinking, meticulous attention to detail in documentation, handling of sensitive information with discretion, and demonstrated integrity. 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. #J-18808-Ljbffr