Job Details

Overview

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 Details

• Position Number: 22107881
• County: Pulaski
• Posting End Date: 9/25/2025
• Anticipated Starting Salary: $39,171
• REG. ARC. CASINO GAMING (Position Specifics): MUST BE 21 YEARS OLD. 10:00 a.m. to 10:30 p.m. SHIFT HOURS. ROTATIONAL WEEKEND ON CALL.
• 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.

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. 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 departments systems. Maintain up-to-date records and follow up as necessary.
• Guide taxpayers through the process of filing taxes online, by mail, or in person; educate taxpayers on 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, escalating complex cases as needed.
• Provide general administrative support within the revenue or child support office, including data entry, sorting mail, filing documents, organizing records, and other clerical duties.
• Accept and process payments for taxes, fees, fines, or other revenue and child support-related services. Provide receipts and ensure 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 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 manner.
• Active listening and empathetic response to customer concerns.
• Ability to assess situations, identify issues, and provide solutions or guidance; strong critical thinking to resolve discrepancies and troubleshoot problems.
• Meticulous attention to detail in documenting information, processing payments, and maintaining accuracy.
• Ability to handle sensitive taxpayer information with discretion and adhere to confidentiality requirements.
• Demonstrated integrity in all customer service interactions.

Qualifications

• Minimum Qualifications: A high school diploma.
• Licensure/Certifications: N/A
• Other required or substitutable education/experience may be considered per qualifications review.

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 DHS or SSA to resolve the issue before employment action is taken. For more information on E-Verify, contact DHS at (888) ###-#### or dhs.gov/e-verify.