Customer Service Agent-Greensboro
About The Position
The North Carolina Department of Revenue is hiring a Customer Service Agent to guide taxpayers, support compliance with North Carolina Revenue Laws, and provide clear, accurate assistance by phone. The role handles a high volume of incoming calls and helps taxpayers and their representatives with refunds, payment plans, tax notices, account balances, tax laws, and Department policies. The position includes a comprehensive training program covering North Carolina tax concepts, department systems, and personal income and sales and use tax laws. No prior tax experience is required. Training begins with three weeks of full-time, in-office work, followed by a gradual transition to hybrid work. After approximately eight months and successful completion of training, the employee transitions to almost entirely remote work, with two mandatory office days per month. Successful training completion may qualify the employee for a 5% salary increase. Spanish fluency qualifies for an immediate 5% salary premium. The position offers exposure to a range of tax topics and agency processes, with opportunities for career mobility and advancement within the Department. Employment is subject to federal and state criminal background checks, which may include fingerprinting and verification of North Carolina tax compliance.
Requirements
- High school diploma or GED and two years of related administrative experience, or an equivalent combination of education and experience.
- Strong written and verbal communication skills, with the ability to express ideas clearly and concisely.
- Meet North Carolina tax compliance requirements, including having filed and paid taxes owed or being in a non-delinquent payment status; the position is subject to verification.
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 the training program to learn how to interpret and explain personal income tax and sales and use tax laws.
Benefits
- Health insurance options
- Standard and supplemental retirement plans
- NCFlex benefits program
- Twelve paid holidays per year
- Fourteen vacation days per year, increasing with length of service and accumulating year to year
- Twelve cumulative sick days per year
- Paid parental leave
- Personal Observance Leave
- Community Service Leave
- Annual longevity lump-sum payment based on length of service
- 401(k) and 457 plans
- Eligibility for the Public Service Loan Forgiveness Program
- Professional development and career advancement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
