Customer Service Agent

Description:

The North Carolina Department of Revenue (NCDOR) is seeking motivated and customer-focused individuals to join its team as Customer Service Agent I. This role offers an excellent opportunity for individuals looking to build a career in government service, contribute to the state’s tax administration, and gain valuable professional development.

As a Customer Service Agent, you will be responsible for assisting taxpayers, educating them on tax laws, and enforcing compliance with the Revenue Laws of North Carolina. The department provides comprehensive training to ensure you gain in-depth knowledge of personal, sales, and use tax laws, preparing you for potential career advancement within the agency.

Key Responsibilities:

• Respond to incoming calls via a high-volume telephone queue.

• Provide assistance to taxpayers and their representatives regarding refunds, payment plans, notices, account balances, tax laws, and policies.

• Complete thorough training to effectively communicate and explain tax laws and procedures.

• Maintain professional and courteous communication at all times.

Compensation and Benefits:

• Competitive salary starting at $39,000 annually, with additional 5% compensation for Spanish-speaking bilingual agents who utilize their skills.

• 12 paid holidays per year.

• 14 vacation days annually, increasing with service and carryover allowed.

• 12 sick days per year, cumulative indefinitely.

• Paid parental leave, personal observance leave, and community service leave.

• Longevity pay based on length of service (annual lump sum).

• Participation in one of the best-funded pension/retirement systems in the nation (401K, 457, and 403(b) plans available).

• Eligibility for Public Service Loan Forgiveness Program and academic assistance.

Qualifications:

• High school diploma or GED and two years of related administrative experience, or an equivalent combination of education and experience.

• Proficiency in word processing and computer usage.

• Strong written and verbal communication skills.

• Ability to maintain courteous and professional behavior in a high-volume service environment.

Additional Information:

• Positions may offer a hybrid work schedule after training completion.

• Employment is subject to state and federal background checks, including fingerprinting and tax compliance verification.

• Veterans' preference applicable (must attach DD-214).