Customer Service Level 2 Agent at North Carolina Dept of Environmental Quality

, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

21 Jun, 26

Salary

53000.0

Posted On

23 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Telephone Queue Management, Written Correspondence, Email Communication, Tax Law Knowledge, Policy Interpretation, Procedure Adherence, Computer Proficiency, Word Processing, Professional Behavior, Conflict Resolution, Communication Skills, Tax Compliance, Account Adjustment, Refund Inquiry Handling, Notice Explanation

Industry

Government Administration

Description

Agency Dept of Revenue Division Job Classification Title Administrative Specialist II (NS) Position Number 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 Come work for NCDOR! 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 North Carolina Department of Revenue 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 a Revenue Tax Technician (RTT) position 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. Responsibilities of these positions include, but are not limited to: • 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: $45,000-$53,000 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, 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 HumanResources@ncdor.gov. Individuals with disabilities requiring disability-related accommodations in the interview process, please call the agency ADA Administrator at 984-275-5832.. 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. 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. High school diploma or General Educational Development (GED) diploma and four 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. Recruiter: Donna L Howe Recruiter Email: DONNA.HOWE@NCDOR.GOV North Carolina State Government is one of the state’s largest employers, with over 76,000 employees all working toward a common goal: a safer and stronger North Carolina. We are a large organization comprised of various agencies, offices, and universities, each providing important public services. Eligible state employees are entitled to comprehensive benefits, including a variety of leave options, professional development opportunities, insurance, and more. To learn more about the benefits of being a North Carolina state employee, visit the N.C. Office of State Human Resources' website. Permanent, temporary, and time-limited state government jobs can be found from the mountains to the coast. Find your next opportunity today! State Application Resources/Frequently Asked Questions Valuing Education and Experience The State of North Carolina values the knowledge and experience of our jobseekers and current state employees. Approximately 91 percent of state job classifications allow experience to be substituted for education or do not require a post-secondary degree. Learn more about how you may qualify for a position through education or directly related experience, or a combination of both, with the Education and Experience Equivalency Guide. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. If you are already a state employee, please search for jobs by clicking here.

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Responsibilities

This role involves assisting taxpayers by providing excellent service while educating them and enforcing compliance with North Carolina Revenue Laws. Key duties include consistently answering high-volume incoming calls and resolving correspondence received via written letters or email.