Level 1 Customer Service Supervisor

State of North Carolina•Rocky Mount, NC

3d•Hybrid

About The Position

This posting is for current, full-time, permanent Department of Revenue employees only. The North Carolina Department of Revenue is recruiting for a Customer Service Supervisor in our Level 1 Unit. This is a hybrid working position that can be based out of any of our 3 Customer Service Centers (Greensboro, Raleigh or Rocky Mount). The supervisor leads the daily operations of a Level 1 customer service team.

Requirements

High school diploma or General Educational Development (GED) diploma and four years of progressively responsible administrative/office management experience, including one year as a lead worker; or equivalent combination of education and experience.
Good communicator (both written and verbal) with the ability to express ideas both clearly and concisely
Ability to establish and maintain effective working relationships with team members and various levels of management
Demonstrated experience and application in general state tax law knowledge, DOR computer systems, and an understanding of Departmental policies and procedures

Responsibilities

Supervising a team of approximately 7 customer service agents
Assisting division management with the hiring process
Training agents to understand and communicate tax law, procedures and policies to resolve customer inquiries
Evaluating, documenting and coaching employees for success in accordance with the NCVIP call metrics and adherence to divisional policies and procedures
Reviewing statistical reports to manage and coach performance standards for productivity, as well as devise and implement changes in work processes
Resolving customer issues and concerns escalated from agents

Benefits

health insurance options
standard and supplemental retirement plans
NCFlex program
Twelve paid holidays per year
Fourteen vacation days per year which increase as length of service increases and accumulates year-to-year
Twelve sick days/year which are cumulative indefinitely
Paid Parental Leave
Personal Observance Leave and Community Service Leave
Longevity pays lump sum payout yearly based on length of service
401K, 457, and 403(b) plans
Eligibility for the Public Service Loan Forgiveness Program