Customer Service Agent

About the role

The North Carolina Department of Revenue is committed to excellence in tax administration, ensuring secure and efficient collection of revenue to fund vital public services. We are an employer of choice offering excellent benefits, competitive pay, professional development, and career advancement. Our dedicated team provides accurate information, achieves high compliance, and delivers innovative services with integrity and fairness.

Responsibilities

• Professionally manage a high volume of incoming calls through designated phone queues.
• Provide clear and accurate guidance to taxpayers and their representatives regarding refunds, payment plans, tax notices, account balances, tax laws, and Department policies.
• Complete a thorough training program to confidently interpret and explain personal income tax as well as sales and use tax laws.
• After successfully completing training, possess the knowledge, skills and abilities that support career growth and advancement within the agency and have the option to work remotely.

Training

You do not need any prior tax experience to succeed in this role. Our comprehensive training program is designed to teach you everything you need to know—from understanding North Carolina tax concepts to navigating department systems with confidence. Whether you are new to state government, customer service, or tax-related work, we will guide you step-by-step and equip you with the knowledge and skills required to assist taxpayers effectively. This position also offers valuable exposure to a wide range of tax topics and agency processes, laying the foundation for career mobility and advancement within the Department.

Work arrangement

Weeks 1–3 (Training): In-office full-time at your selected branch (Greensboro, Raleigh, or Rocky Mount).

Weeks 4+ (Transition): Gradual shift to hybrid work, beginning with one day per week working from home, then increasing to two days per week.

Post-Graduation (~8 months): After completing the training program, you will transition to almost 100% work from home, with only one mandatory in-office day per month.

Requirements

• High school diploma or General Educational Development (GED) diploma.
• Two years of related administrative experience; or equivalent combination of education and experience.

Knowledge, Skills, and Abilities

• Strong communicator, both written and verbal, with the ability to express ideas clearly and concisely.
• Experience using a computer and proficiency in word processing.

Benefits

• Health insurance options.
• Standard and supplemental retirement plans.
• NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis).
• Best funded pension plan/retirement system in the nation according to Moody’s Investor’s Service.
• Twelve paid holidays per year.
• Fourteen vacation days per year which increase as length of service increases and accumulate year-to-year.
• Twelve sick days per year which are cumulative indefinitely.
• Paid Parental Leave.
• Personal Observance Leave and Community Service Leave.
• Longevity pay lump sum payout yearly based on length of service.
• 401K, 457, and 403(b) plans.
• Eligibility for the Public Service Loan Forgiveness Program.

Pay

• Starting Salary: $40,421 per year.
• Spanish Bilingual Premium: Immediate 5% salary bump ($42,442 per year) if you are fluent in Spanish.
• Training Completion Raise: Qualify for 5% salary increase upon successful completion of the training program.