Customer Service Agent - Raleigh

State of North Carolina - Revenue; Raleigh (NC); Sur place; USD 40 000 - 42 000; Plein temps

Avantages offerts par ce poste

Health insurance

Retirement plans

Paid holidays

Paid vacation

Parental leave

Public Service Loan Forgiveness (PSLF)

Résumé du poste

The North Carolina Department of Revenue is seeking a Customer Service Agent to guide taxpayers and support compliance with revenue laws. In this role, you will handle a high volume of calls, provide clear, accurate tax guidance, and work through a structured training program designed to build tax knowledge and customer service expertise.

Starting salary is $40,421 with a 5% Spanish bilingual premium and a training completion raise of 5%.

Qualifications

• High school diploma or GED plus two years of related administrative experience, or a combination of education and experience.
• Effective communication, both written and verbal, with taxpayers and stakeholders.
• Ability to interpret tax concepts and explain them clearly.

Responsabilités

• Handle high volume of inbound calls and provide clear guidance on refunds, payment plans, notices, balances, and tax laws.
• Support compliance with North Carolina revenue laws and agency policies.
• Complete comprehensive training to interpret personal income and sales/use tax concepts.

Connaissances

Strong communicator

Spanish language

Customer service

Formation

High school diploma or GED

Description du poste

AgencyDept of RevenueDivisionJob Classification TitleAdministrative Specialist I (S)Position NumberGradeNC08About UsThe 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 WorkStep into a meaningful role with the North Carolina Department of Revenue as a Customer Service Agent. In this position, you will 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.SALARY:Starting Salary: $40,421 per year.Spanish Bilingual Premium: Immediate 5% salary bump ($42,442.05/per year) if you are fluent in Spanish.Training Completion Raise: Qualify for 5% salary increase upon successful completion of the training program.Our 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.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 two mandatory office days 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, customer service, or tax related work, we will guide you step-by-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 lawsAfter 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/Management PreferencesStrong communicator, both written and verbal, with the ability to express ideas clearly and conciselyEffective July 1, 2025, candidates now meet the minimum qualifications of a position if they have the minimum education and experience listed from the class specification. The knowledge, skills, and abilities listed in the vacancy announcement should be used as management preferences and be used to screen for the most qualified pool of applicants.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 ServiceTwelve paid holidays per yearFourteen vacation days per year which increase as length of service increases and accumulates year-to-yearTwelve sick days/year which are cumulative indefinitelyPaid Parental LeavePersonal Observance Leave and Community Service LeaveLongevity pays lump sum payout yearly based on length of service401K and 457 plansEligibility for the Public Service Loan Forgiveness ProgramThe 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.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 919-986-9688.Minimum Education and ExperienceSome 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 StatementT he 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.Recruiter:Donna L HoweRecruiter Email:[e-mail]