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

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