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