Customer Service Agent-Greensboro

State of North Carolina; United States; Hybrid; USD 39,000 - 42,000; Full time

Benefits offered by this job

Health insurance options

retirement plans

NCFlex program

Job summary

The North Carolina Department of Revenue is hiring Customer Service Agents in Greensboro to guide taxpayers and support compliance with tax laws. You will provide clear, accurate assistance over the phone and help maintain high-quality service for communities across the state.

The role features a comprehensive training program, an on-site start with gradual transition to hybrid work and eventual remote work, and a compensation package including a base salary plus premiums for bilingual Spanish

Qualifications

• High school diploma or GED required; two years of related administrative experience or equivalent.
• Excellent verbal and written communication skills.
• Ability to use a computer and word processing software.

Responsibilities

• Professionally manage a high volume of incoming calls through designated phone queues
• Provide clear and accurate guidance to taxpayers regarding refunds, payment plans, tax notices, account balances, tax laws, and Department policies
• Complete thorough training program to confidently interpret and explain personal income tax as well as sales and use tax laws
• After training, option to work remotely and transition to hybrid/remote work setup

Skills

Strong communicator

Computer proficiency

Education

High school diploma or GED

Job description

About Us

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 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.

Description of Work

Step into a meaningful role with the North Carolina Department of Revenue as a Customer Service Agent. In this position, you’ll make a real impact by guiding taxpayers, supporting compliance with North Carolina Revenue Laws, and delivering clear, accurate assistance over the phone. Join a team dedicated to providing outstanding service to communities across our state.

We are currently hiring Customer Service Agents in our Greensboro location.

Salary

• Starting Salary: $39,244 per year
• Spanish Bilingual Premium: Immediate 5% salary bump ($41,206 per year) if you are fluent in Spanish
• Training Completion Raise: Qualify for 5% salary increase upon successful completion of the training program

Hybrid-to-Remote Path

We believe in setting you up for success with structured, onsite support before transitioning you to working from home:

• Weeks 1-3 (Training): In-office full-time at your selected branch (Greensboro, Raleigh, or Rocky Mount).
• Weeks 4+ (Transition): Gradual shift to hybrid work, beginning with one day per week working from home, then increasing to two days per week.
• Post-Graduation (~8 months): After completing the training program, you will transition to almost 100% work from home, with only one mandatory in-office day per month.

Training Plan

You do not need any prior tax experience to succeed in this role. Our comprehensive training program is designed to teach you everything you need to know – from understanding North Carolina tax concepts to navigating department systems with confidence. Whether you are new to state government, or tax related work, we will guide you step-step and equip you with the knowledge and skills required to assist taxpayers effectively.

This position also offers valuable exposure to a wide range of tax topics and agency processes, laying the foundation for career mobility and advancement within the Department. You will join a team committed to delivering outstanding service to communities across North Carolina.

More About the Work

• 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 thorough training program to confidently interpret and explain personal income tax as well as sales and use tax laws

After successfully completing training, you will possess the knowledge, skills and abilities that support career growth and advancement within the agency and have the option to work remotely.

Knowledge Skills and Abilities

• Strong communicator, both written and verbal, with the ability to express ideas clearly and concisely
• Experience using a computer and proficiency in word processing

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:

• The best funded pension plan/retirement system in the nation according to Moody's Investor’s Service
• 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 per 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 and 403(b) plans
• Eligibility for the Public Service Loan Forgiveness Program

Background & Eligibility

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.

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

If you have general questions about the application process, you may contact Human Resources at 919‑814‑1200 or [e-mail].

Individuals with disabilities requiring disability‑related accommodations in the interview process, please call the agency ADA Administrator at 984‑275‑5832.

Minimum Education and Experience

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 the Education and Experience Equivalency Guide for details.

High school diploma or General Educational Development (GED) diploma and two years of related administrative experience; or equivalent combination of education and experience.

EEO Statement

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.