Customer Service Agent

Agency

Dept of Revenue

Division

Job Classification Title

Administrative Specialist I (S)

Position Number

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

If you are seeking a meaningful career in public service, a healthy work-life balance, or the chance to support North Carolina taxpayers, the NCDOR could be the ideal place for you. We are dedicated to recruiting top talent and providing clear career pathways that help you build a long-term, rewarding, and fulfilling career.

SALARY:
We are currently hiring Customer Service Agents with a $39,244 salary in our Raleigh Customer Service Center. Bilingual Agents who utilize their Spanish skills are compensated at a salary of $41,206. Upon completing of the training progression plan, employees may qualify for a hybrid work schedule (remote work options) and a 5% salary increase.

WORK:
Join the North Carolina Department of Revenue as a Customer Service Agent and help deliver exceptional service to taxpayers across the state. Our agents play a crucial role in educating taxpayers, promoting compliance with North Carolina Revenue Laws, and providing accurate, timely assistance through telephone interactions.

Responsibilities of these positions include, but are not limited to:
-Professionally handle a high volume of incoming calls through telephone queues
-Provide clear, accurate assistance to taxpayers and representatives regarding refunds, payment plans, tax notices, account balances, tax laws and Departmental policies
-Complete comprehensive training to confidently interpret and communicate personal tax and sales and use tax laws

After successfully completing training, you will possess the knowledge, skills and abilities that support career growth and advancement within the agency and have the option to work remotely.

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

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.

High school diploma or General Educational Development (GED) diploma and two 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