Customer Service Agent

State of North Carolina • Raleigh, NC

19h • Hybrid

About The Position

The North Carolina Department of Revenue (NCDOR) is seeking Customer Service Agents for its Raleigh Service Center. This role offers an opportunity to start a career in government, achieve work-life balance, and serve North Carolina taxpayers. NCDOR is committed to recruiting top talent and developing career paths for long-term, rewarding careers. The position involves assisting taxpayers by providing excellent service, educating them on, and enforcing compliance with North Carolina Revenue Laws. Bilingual agents who utilize Spanish skills receive additional compensation. Candidates may be eligible for a hybrid work schedule and additional compensation after completing a training progression plan. The department is an equal opportunity employer.

Requirements

• High school diploma or General Educational Development (GED) diploma and two years of related administrative experience; or equivalent combination of education and experience.
• 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
• Candidates must document all related education and experience on the State of North Carolina application.
• Subject to federal and state criminal background checks that may include fingerprinting and verification of tax compliance.

Nice To Haves

• Bilingual Spanish skills

Responsibilities

• Consistently answer incoming calls via a high-volume telephone queue
• Answer questions from taxpayers and representatives regarding refunds, payment plans, notices received, account balances, tax laws, and policy and procedures
• Complete training to understand and communicate personal and sales and use tax laws

Benefits

• Health insurance options
• Standard and supplemental retirement plans
• NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis)
• 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
• Professional development
• Career advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees