Customer Service Agent-Level 2 - State of North Carolina : Job Details

Salary Grade: NC09

Starting pay for these positions is $46,000

Come work for NCDOR! If you are looking to start a career, better balance your professional and personal life, or simply to serve North Carolina citizens, a career with the NCDOR might be the right fit for you! Don't worry, you don't have to know taxes to excel in this job! NCDOR is committed to recruiting top-talent employees and developing career paths that will allow you to build long-term, rewarding and satisfying careers. For current DOR employees, this is the next step in the Customer Service Agent Career Path.

We are currently hiring for 3 positions in any of our 3 Customer Service Centers located in Raleigh (Wake), Greensboro (Guilford) and Rocky Mount (Nash). Bilingual Agents (Spanish speaking) are compensated with an additional 5% pay. The work schedule is Monday through Friday 8:00 am to 5:00 pm, with the option to flex your time. This position assists taxpayers by providing excellent service while educating and enforcing compliance with the Revenue Laws of North Carolina. Candidates may be eligible for a hybrid work schedule after completion of a training progression plan.

Responsibilities of these positions include, but are not limited to:

* 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

* 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

Some state job postings say you can qualify by an equivalent combination of education and experience. If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See oshr.nc.gov/experience-guide for details.

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

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. DOR is an equal opportunity employer hiring qualified candidates regardless of race, color, gender, national origin, religion, age, disability, or political affiliation.

The Department of Revenue seeks to fill positions with the most qualified individuals in its effort to provide taxpayers with the most efficient and effective services possible.

This position is subject to federal and state criminal background checks that may include fingerprinting and verification of tax compliance. Tax compliance is defined as having filed and paid all North Carolina State taxes owed each year leading up to the current calendar year or currently in a non-delinquent payment status with the State of North Carolina on taxes that are currently owed to the state.

To be considered within the most qualified pool of applicants and receive credit for your work history and credentials, you must document all related education and experience on the State of North Carolina application in the appropriate sections of the application form. Any information omitted from the application cannot be considered for qualifying credit. NC DOR welcomes attached resumes, cover letters and reference information, but these items will not be used for screening for qualifying credit.

Please make sure the application is completed in full. See Resume or See Attachment will NOT be accepted.

COMPENSATION & BENEFITS:

The state of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis).

Some highlights include:

12 paid holidays per year

14 vacation days per year which increase as length of service increases and accumulates year-to-year

12 sick days/year which are cumulative indefinitely

Paid Parental Leave

Paid Personal Observance Leave and Community Service Leave

Longevity pays lump sum payout yearly based on length of service

The best funded pension plan/retirement system in the nation according to Moody's Investor's Service

401K, 457, and 403(b) plans

Eligibility for the Public Service Loan Forgiveness Program

Eligibility for Academic Assistance

Applicants eligible for veteran's preference should attach a copy of form DD-214.

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If you have general questions about the application process, you may contact Human Resources at 919-###-#### or [email protected]. Individuals with disabilities requiring disability-related accommodations in the interview process, please call the agency ADA Administrator at 919-###-####.