Customer Service Level 2 Agent

North Carolina Department of Revenue; North Carolina; Hybrid; USD 46,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Paid holidays

Job summary

The North Carolina Department of Revenue is seeking a Revenue Tax Technician (S) to support taxpayers and ensure compliance with state tax laws. This role involves handling high-volume calls and written correspondence while delivering accurate guidance and enforcing revenue rules.

Qualified candidates join a team with strong emphasis on service, integrity, and professional growth, with a hybrid work schedule after completing a training progression plan.

Qualifications

• Good written and verbal communication skills.
• Proficiency in using a computer and word processing.
• Experience maintaining courteous behavior with controversial matters and irate customers.

Responsibilities

• Answer high-volume calls.
• Process written correspondence via letters or email.
• Answer taxpayers' questions on refunds, payment plans, notices, balances, adjustments, tax laws and procedures.
• Complete training on personal, corporate, franchise, and sales and use tax laws.

Skills

Good communicator

Computer proficiency

Professional conduct with irate people

Education

Associate’s degree in Business Administration/Accounting or related field

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.

Agency

Dept of Revenue

Job Classification Title

Revenue Tax Technician (S)

Grade

NC09

Description Of Work

If you are looking to start a career, better balance your professional and personal life, or simply to serve North Carolina citizens, a career with the NCDOR might be the right fit for you! Don't worry, you don't have to already know taxes to excel in this job! NCDOR is committed to recruiting top-talent employees and developing career paths that will allow you to build long-term, rewarding and satisfying careers. For current DOR employees, this is the next step in the Customer Service Agent Career Path. We are currently hiring for Customer Service Level 2 positions based out of any of our 3 Customer Service Centers located in Raleigh (Wake), Greensboro (Guilford) and Rocky Mount (Nash). The work schedule is Monday through Friday 8:00 am to 5:00 pm, with the option to flex your time. Employees are eligible for a hybrid work schedule after completion of a training progression plan. This position assists taxpayers by providing excellent service while educating and enforcing compliance with the Revenue Laws of North Carolina.

• Consistently answer incoming calls via a high-volume telephone queue
• Resolve incoming correspondence via written letters or email
• Answer questions from taxpayers and representatives regarding refunds, payment plans, notices received, account balances, account adjustments, tax laws, policy and procedures
• Complete training to understand and communicate personal, corporate and franchise, 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

Recruitment Range: $46,000 - $52,000

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, 457, and 403(b) plans
• Eligibility for the Public Service Loan Forgiveness Program

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.

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. Associate’s degree in Business Administration, Accounting or related field from an appropriately accredited institution, and one year work experience preferably in an accounting-related environment or an 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.