CUSTOMER SERVICE SPECIALIST

Position Information Position Number: 22107857 County: Pulaski Job Series: Revenue Programs Class Code: PRP02P Pay Grade: SGS03 Salary Range: $39,171 - $57,973 Posting End Date: 7/16/2026 Anticipated Starting Salary: $39,171 Section: Motor Vehicle Information 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. 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. Assist child support customers with case issues, providing information and assistance with completing applications and forms; gather information through interviews and contact with employers and other entities; locate parents’ address, employer, and income or other assets. Accurately record and document customer interactions, inquiries, and 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, and educate them on the various 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 complex cases. Provide general administrative support within the revenue or child support office, including data entry, sorting mail, filing documents, and organizing records. 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 accurate transaction recording. Knowledge and Skills Professional and courteous interaction with taxpayers and customers, ensuring positive experiences even in challenging or stressful situations. Strong interpersonal skills to build rapport and trust with customers. Excellent verbal and written communication skills, including the ability to explain complex tax or child support regulations clearly and concisely. Active listening and empathetic response to customer concerns. Assessment and problem‑solving skills to identify issues and provide solutions or guidance. Critical thinking ability 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 in accordance with confidentiality requirements. Integrity and adherence to ethical standards 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. EEO Statement 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. Application Information 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, the employer is required to give written instructions and an opportunity to contact the 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. For more information on E‑Verify or if you believe that your employer has violated its responsibilities, please contact DHS at View phone number on click.appcast.io or dhs.gov/e‑verify. #J-18808-Ljbffr