Customer Service Agent - Raleigh

nc; United States; Hybrid; USD 40,000 - 42,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Paid holidays

Paid parental leave

Vacation and sick leave

Public service loan forgiveness

Job summary

The North Carolina Department of Revenue is seeking an Administrative Specialist I (S) to assist taxpayers by providing clear guidance over the phone and supporting compliance with tax laws. You will be part of a team dedicated to accurate information, high compliance, and fair service across the state.

The role includes a managed training program with a structured path from onsite to hybrid work, culminating in significant remote work options after training completion.

Qualifications

• Strong communicator, both written and verbal.
• Ability to guide taxpayers and explain tax concepts clearly.
• Willingness to complete a comprehensive training program.

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

Skills

Strong communication

Verbal communication

Job description

Agency

Dept of Revenue

Division

Job Classification Title

Administrative Specialist I (S)

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

Step 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.

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

Knowledge Skills and Abilities/Management Preferences

Strong communicator, both written and verbal, with the ability to express ideas clearly and concisely

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).

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/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 457 plans
• Eligibility for the Public Service Loan Forgiveness Program

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.

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