Customer Service Level 2 Agent

nc; United States; On-site; USD 46,000 - 52,000; Full time

Benefits offered by this job

Pension plan

Paid holidays

Vacation days

Sick days

Parental Leave

Personal Observance Leave

Longevity pay

401K/457/403(b) plans

Public Service Loan Forgiveness

Job summary

The North Carolina Department of Revenue is seeking a Revenue Tax Technician (S) to assist taxpayers and educate on the Revenue Laws of North Carolina. The role supports high-volume telephone interactions and written inquiries while enforcing compliance with tax rules.

Positions are based in Raleigh, Greensboro or Rocky Mount with a standard 8:00 am–5:00 pm schedule and a hybrid option after completing a training progression.

Qualifications

• Good communicator (written and verbal)
• 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

Responsibilities

• 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

Skills

Clear communicator

Computer proficiency

Dealing with irate customers

Job description

Agency

Dept of Revenue

Division

Job Classification Title

Job Classification Title

Revenue Tax Technician (S)

Position Number

Grade

Grade

NC09

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 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

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.

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, y