LEAD LICENSING SPECIALIST

Lead Licensing Specialist

Job Location: Division of Taxpayer Services 1600 W Monroe Street, Phoenix AZ

Salary: $22.11 Hourly Grade: 19 Closing Date: 7/16/2026

Job Summary: Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Revenue (ADOR) our mission is to Serve Taxpayers! ADOR is looking for individuals who are committed to service, community, and teamwork. To learn more about ADOR please visit azdor.gov. Come Join the ADOR Team!

The Licensing Specialist serves as a Tier-2 point-of-contact for both online and in-person taxpayers contacting the Licensing Call Center. This role is responsible for receiving, maintaining, and processing requests for bonds that are provided via in-person, phone, email, and written correspondence. Additionally, this role is responsible for receiving, maintaining, and processing requests for licenses and tobacco stamp orders for License and Registration, Business One Stop, and Peer to Peer Car Sharing, as needed.

Job Duties: Essential Duties and Responsibilities include but are not limited to:

• Bonds Processing
• Facilitates the processing of requests for construction contractor bonds, annual bond exemptions, and project bonds to include:
• Receives and processes requests received by phone, mail, and email
• Assists taxpayers with calculating Transaction Privilege bond amount
• Maintains basic records for inventory
• Inputs application information and issues bonds
• Researches and interprets customer records and documentation in order to resolve complex bonds issues and taxpayer complaints
• Receives and processes bond cancellations and releases
• Customer Service
• Serves as the Tier-1 point-of-contact for taxpayers contacting the Licensing Call Center regarding bonds via phone calls, emails, and written (mail) inquiries and manages the bonding related phone line and email box
• Serves as the Tier-2 point-of-contact for taxpayers contacting the Licensing Call Center regarding licensing and tobacco stamps via phone calls, emails, and written (mail) inquiries
• Administrative Services
• Prepare tobacco stamp orders that come in through AZStep for pickup by Fedex or Brinks
• Perform maintenance on accounts per the taxpayer's request
• Conduct evaluations and manage assigned workload and services
• Provide back-up services to Licensing Coordinators, as needed
• Agency/Department Compliance & Continuous Improvement
• Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.
• Actively contributes to team and individual effectiveness through the following:
• Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated
• Completes all required training in a timely manner.
• Participates in assigned work teams as appropriate.
• May complete periodic metrics, projects, huddle boards and reports as requested.
• Prepares for and actively participates in 1:1 coaching with supervisor
• Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in continuous improvement efforts as assigned.

Knowledge, Skills & Abilities (KSAs): Knowledge

Knowledge of principles and processes for providing customer and personal services

Knowledge of state tax statutes, laws, regulations, rules, and policies

Skills

Skill in utilizing Artificial Intelligence Systems

Strong verbal, written, and active listening skills

Strong customer service skills to include conflict de-escalation and resolution techniques

Strong mathematical skills such as addition, subtraction, multiplication, division, percentage, and averages

Keyboarding/typing at least 40 wpm and 10-key skills

Effective interpersonal skills and demeanor

Effective organization and time management skills with the ability to make measurable progress on several tasks simultaneously and work in high-pressure situations

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; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive

Proficiency in the use of the tax reporting system

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 a rotating schedule of being in-office and remote work within the state of Arizona

Ability to work with a high degree of autonomy and also participate collaboratively as part of a team

Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner

Ability to understand and solve problems by applying basic 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

Ability to learn and apply LEAN concepts, principles, and tools

Willingness and ability to embody ADOR's core values of Do the Right Thing, Commit to Excellence, and Care About One Another

Selective Preference(s): The ideal candidate for this position will have:

Minimum of two years experience as a Licensing Coordinator, or related experience

Associates Degree in Business Administration or a related field

Pre-Employment Requirements: The final candidate will be required to abide by the the following pre-employment checks:

Employment 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: Driver's License Requirements.

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

Benefits: The Arizona Department of Revenue offers a comprehensive benefits package to include:

Affordable medical, dental, life, and short-term disability insurance plans

Participation in the Arizona State Retirement System (ASRS) and long-term disability plans

10 paid holidays per year

Vacation time accrued at 4.00 hours bi-weekly for the first 3 years

Sick time accrued at