Customer Service Agent-Raleigh

State of North Carolina; United States; Hybrid; USD 39,244 - 41,206; Full time

Benefits offered by this job

Health insurance

Retirement plans

Paid holidays

Job summary

State of North Carolina’s Department of Revenue is seeking a Customer Service Agent in Raleigh to assist taxpayers by phone, provide accurate information, and answer questions on refunds and tax accounts.

The role emphasizes clear communication, professional conduct, and strict adherence to guidelines. Training is provided, and there is potential for a hybrid schedule after orientation.

Qualifications

• High school diploma or GED is required.
• Two years of related administrative experience preferred.
• Strong communication skills and ability to work with the public are essential.

Responsibilities

• Professionally handle a high volume of incoming calls through telephone queues.
• Provide clear, accurate assistance to taxpayers regarding refunds, payment plans, tax notices, and accounts.
• Complete comprehensive training to interpret and communicate tax laws and departmental policies.

Skills

Good communicator

Word processing

Computer proficiency

Calm under pressure

Education

High school diploma or GED

Two years related administrative experience

Tools

Computer

Word processing

Job description

Agency

Dept of Revenue

Division

Administrative Specialist I (S)

Position Number

Grade

NC08

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.

Description of Work

If you are seeking a meaningful career in public service, a healthy work-life balance, or the chance to support North Carolina taxpayers, the NCDOR could be the ideal place for you. We are dedicated to recruiting top talent and providing clear career pathways that help you build a long-term, rewarding, and fulfilling career.

SALARY

We are currently hiring Customer Service Agents with a $39,244 salary in our Raleigh Customer Service Center. Bilingual Agents who utilize their Spanish skills are compensated at a salary of $41,206. Upon completion of the training progression plan, employees may qualify for a hybrid work schedule (remote work options) and a 5% salary increase.

WORK

Join the North Carolina Department of Revenue as a Customer Service Agent and help deliver exceptional service to taxpayers across the state. Our agents play a crucial role in educating taxpayers, promoting compliance with North Carolina Revenue Laws, and providing accurate, timely assistance through telephone interactions.

Responsibilities

• Professionally handle a high volume of incoming calls through telephone queues
• Provide clear, accurate assistance to taxpayers and representatives regarding refunds, payment plans, tax notices, account balances, tax laws and Departmental policies
• Complete comprehensive training to confidently interpret and communicate personal tax and sales and use tax laws

Knowledge Skills and Abilities/Management Preferences

• 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

Effective 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).

• 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/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

Background Checks

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.

Application Documentation

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.

Minimum Education and Experience

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.