Customer Service Manager Sr.

As a member of the Education & Compliance leadership team, is expected to extensively collaborate with all Agency business partners to help ensure cohesive customer experience solutions that impact multiple inbound customer channels. This role acts as the business subject matter expert for Education and Compliance (E&C) project initiatives across multiple agency programs; is the primary point of contact for business events and updates that impact customer service delivery as it pertains to the Division; primary point of contact for day to day operational readiness.

This position is available for remote work on a full-time basis within Arizona (including virtual office arrangements).
OR
This position may be available for remote work within Arizona (# days per week in the office/hoteling).
OR
This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State's Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Check out the attached job description for more details!

Education & Experience
-Bachelor's degree (B.A.) from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
-Minimum of five years related experience in in customer service, legal, financial, tax, banking, or similar

Knowledge/Understanding
-Knowledge of agency and division policies and procedures, goals and objectives of the agency, division and unit.
-Knowledge of Audit, License and Registration and Collections processes for all tax types
-Knowledge of theories and practices of good customer service and phone etiquette
-Understanding of basic accounting principles and mathematical functions
-Understanding of key production leading and lagging indicators in customer experience solutioning;

Skills
-Strong verbal, written, and listening communication skills
-Excellent customers services acumen and skills
-Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations
-Effective project management skills with the ability to lead, direct the work of teams without formal supervisory authority
-Excellent interpersonal skills and demeanor
-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, PowerPoint; and in the use of Google Suite applications such as GMail, Sheets, Docs, and Drive.
-Proficient in the use of various Agency databases and applications such as the Customer Service Center (Ticketing System), CUIC Reports (call routing and call flow), Engage (call recording system) and Finesse (agent logged time

Abilities
-Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety
-Ability to work with a high degree of autonomy and also participate collaboratively as part of a team
-Ability to establish and maintain an inclusive and innovative environment that collaborates and empowers others to be engaged in the mutually beneficial outcome
-Ability to understand and solve problems by applying intermediate 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.
-Willingness and ability to embody ADOR's core values of Do the Right Thing, Commit to Excellence, and Care About One Another

Additional Job Demands
-In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
-No substantial exposure to adverse environmental conditions (such as in typical office or administrative work.)

Experience with Continuous Improvement, Six Sigma and/or LEAN

The final candidate will be required to abide by the the following pre-employment checks:
-Employment and Education Verification, and Reference Checks
-State and Federal Criminal Background Check, including fingerprinting
-Arizona Tax Filing Records Check
-If applicable, ASEDRA Authorized Driver Identification Check

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply:

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The State of Arizona provides a world class comprehensive benefits package including:
-Paid time off for holidays, sick days, annual leave, military leave, bereavement leave, and civic duty leave
-Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
-A robust and affordable insurance plan that includes medical, dental, vision, life insurance, short-term, and long-term disability options.
-Higher education discounts for State employees and tuition reimbursement up to $5,250 per fiscal year, available to seek further career advancement or certification in Continuing Professional Education.
-Work-life balance and additional options for life betterment such as the Infant at Work Program, State Wellness Program, Public Transit Discounts, Alternate Work Schedules, and Telework opportunities.

Learn more about the Paid Parental Leave pilot program . For a complete list of benefits provided by The State of Arizona, please visit our

Top ranked Arizona State Retirement System (ASRS) provides 100% employer matched contributions (enrollment eligibility will be effective after 27 weeks of State employment). ASRS provides a lifelong benefit based on years of service earned, or worked, and your ending salary. Learn more about ASRS at: https://www.azasrs.gov/content/new-and-prospective-members.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-716-6950. Requests should be made as early as possible to allow time to arrange the accommodation.

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.

If you have any questions, please contact the ADOR Talent Team at for assistance.