Customer Service Level 2 Agent

About Us

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 offer excellent benefits, competitive pay, professional development, and career advancement opportunities. Our dedicated team provides accurate information, achieves high compliance, and delivers innovative services with integrity and fairness.

About the Role

If you are looking to start a career, better balance your professional and personal life, or simply serve North Carolina citizens, a career with the NCDOR might be the right fit for you. This position is the next step in the Customer Service Agent Career Path for current DOR employees. We are hiring Customer Service Level 2 Agents based out of our Customer Service Centers in Raleigh (Wake), Greensboro (Guilford), and Rocky Mount (Nash).

Schedule

The work schedule is Monday through Friday, 8:00 am to 5:00 pm, with the option to flex your time. Employees are eligible for a hybrid work schedule after completing a training progression plan.

Responsibilities

• Assist taxpayers by providing excellent service while educating and enforcing compliance with the Revenue Laws of North Carolina.
• Consistently answer incoming calls via a high-volume telephone queue.
• Resolve incoming correspondence via written letters or email.
• Answer questions from taxpayers and representatives regarding refunds, payment plans, notices received, account balances, account adjustments, tax laws, policy, and procedures.
• Complete training to understand and communicate personal, corporate and franchise, and sales and use tax laws.

Skills

• Good communicator (both written and verbal) with the ability to express oneself clearly and concisely.
• Experience with the use of a computer and proficiency in word processing.
• Demonstrated experience maintaining courteous and professional behavior while dealing with controversial matters and irate customers.

Qualifications

Associate’s degree in Business Administration, Accounting, or a related field from an appropriately accredited institution, and one year of work experience preferably in an accounting-related environment or an equivalent combination of education and experience.

Pay

Recruitment range: $45,000 - $52,000.

Benefits

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

This position is subject to federal and state criminal background checks, which may include fingerprinting and verification of tax compliance.