Contact Center Agent I

Description Of Work

Salary Grade: NC08 Recruitment Range: $36,382.00 - $46,200.00

Multiple positions available and candidates will also be considered for 60082274, 60082257. 60082279, 60082273, 60082350, 60082278, 60082160, 60082270

The North Carolina Department of Revenue has job openings for Customer Service Agents and Bilingual Customer Service Agents who are seeking employment in a dynamic call center environment. The primary purpose of these positions is to provide excellent service to taxpayers and their representatives while educating and enforcing compliance with the Revenue Laws of North Carolina; promoting e-services, and customer self-sufficiency. Contact Center Bilingual Agents are compensated 5% more on starting pay.

Responsibilities include, but are not limited to

Maintain a basic level of technical knowledge of all tax laws of North Carolina through high-volume telephone queuesConvey state tax information to taxpayers and their representativesAnswer general questions from taxpayers and representatives regarding collection cases. This includes answering telephone calls from taxpayers on issues relating to filing reports, making payments, notices received, account balances and adjustments, and tax lawsEstablish payment plans with taxpayers based on Standard Operating Procedures; Process legal documents for Revenue OfficersResearch assets and verify liens on taxpayers; Advise taxpayers (individual and businesses) of collection policies/procedures, tax laws and regulations regarding delinquent taxesMay be required to correspond with taxpayers by mail or telephone to secure non-filed business returns

The Department of Revenue offers a minimum twelve month training progression. After successful completion of training, you will possess the knowledge, skills, and abilities necessary for career advancement within the agency.

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). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees.

Some highlights include

The best funded pension plan/retirement system in the nation according to Moody’s Investor’s Service Twelve (12) holidays/year Fourteen (14) vacation days/year which increase as length of service increases and accumulate year-to-year Twelve (12) sick days/year which are cumulative indefinitelyLongevity pay lump sum payout yearly based on length of service 401K, 457, and 403(b) plans

Learn more about employee perks/benefits

Why Work For NC NC OSHR: Benefits

Knowledge, Skills And Abilities / Competencies

Strong written and verbal communication skills are essential to effectively assist and educate taxpayers Experience using Windows 10, Microsoft Word, and Microsoft Excel Maintain rational behavior at all times, and demonstrate courteous, professional and efficient behavior while dealing with controversial matters and irate customers Ability to work in a confidential environment maintaining confidential information.

Minimum Education And Experience Requirements

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 oshr.nc.gov/experience-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.

Supplemental and Contact Information

The Department of Revenue seeks to fill positions with the most qualified individuals in its effort to provide taxpayers with the most efficient and effective services possible.

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. NC DOR welcomes attached resumes, cover letters and reference information, but these items will not be used for screening for qualifying credit. Please make sure the application is completed in full. "See Resume" or "See Attachment" will NOT be accepted.

Applicants eligible for veteran's preference should attach a copy of form DD-214.

If you are having technical issues logging into your account or applying for a position please review the Get Help/FAQ's information on the website. If you are still experiencing technical issues with your application, please call the NeoGov Help Line at 855-524-5627.

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 919-500-6083.