Customer Service Level 2 Agent

The North Carolina Department of Revenue is dedicated to excellence in tax administration and is seeking a Customer Service Level 2 Agent. This role involves assisting taxpayers by providing excellent service and educating them on compliance with North Carolina's Revenue Laws.

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

  • Associate's degree in Business Administration, Accounting or related field from an appropriately accredited institution
  • One year work experience preferably in an accounting-related environment
  • 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
  • Candidates must meet the minimum qualifications of a position if they have the minimum education and experience listed from the class specification
  • This position is subject to federal and state criminal background checks that may include fingerprinting and verification of tax compliance

Benefits

  • Health insurance options
  • Standard and supplemental retirement plans
  • The NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis)
  • 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

Company Overview

  • The North Carolina Department of Revenue is a national model for revenue agencies. It was founded in 1921, and is headquartered in Raleigh, North Carolina, USA, with a workforce of 1001-5000 employees. Its website is https://www.ncdor.gov/.

 

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