Job Description

Description of Work

Salary Grade: NC09

As of June 1, 2023, the new salary range will be $38,516.00 - $67,404.00.

Applicants will also be considered for position 60081620

At the North Carolina Department of Revenue, our mission is to fund public services benefiting the people of North Carolina; we administer the tax laws and collect taxes due in an impartial, consistent, secure, and efficient manner. Together we are a SMART organization because we: Safeguard customer information; Maintain a knowledgeable workforce; Achieve a high level of understanding and compliance; Respond with accurate information through innovative services; and Treat our customers fairly. Through modernization efforts in technology, we believe we have set a high standard that other agencies will admire. As an employer, we offer excellent benefits, stable work environment, competitive salaries, defined career paths, and training programs that will enable you to be successful.

The State of North Carolina, Department of Revenue, has a job opening for a customer service Revenue Tax Technician who is seeking employment in a dynamic, fast paced call center support environment. The ideal candidate should possess experience in assisting customers in answering multiple, high volume telephone queues providing excellent service to customers and their representatives while educating and explaining tax law, promoting compliance, e-services, and customer self-sufficiency. This position must review and interpret tax laws, regulations, and procedures at both the State and Federal level for accurate application and compliance with State tax laws. Initiate telephone contacts and/or correspondence with customers to provide information for resolution of tax matters. The Department of Revenue requires Revenue Tax Technicians to successfully complete a training progression including all e-modules, assessments and evaluations for a minimum of five tax schedules. The normal work schedule for a customer service Revenue Tax Technician consists of Monday through Friday 8:00 a.m. to 5:00 p.m. The work hours could be extended based on business needs determined by senior management.

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 indefinitely
• Longevity pay lump sum payout yearly based on length of service
• 401K, 457, and 403(b) plans

Learn more about employee perks/benefits:

Knowledge, Skills and Abilities / Competencies

Ability to identify, locate, and interpret data, policy and procedures for resolution of inquiries, and taking effective actions are required competencies to be successful in this role

Understand the flow of work throughout the Department in order to identify processing problems and to locate returns and reports

Demonstrate an understanding of business and accounting principles, and demonstrate ability to perform math calculations

Demonstrate clear and concise verbal and written communication skills to articulate and explain solutions

Demonstrate good judgment and decision making skills, must demonstrate ability to deal with controversial and confidential matters tactfully; and must establish and maintain effective working relationships with all customers and co-workers

Ability to acquire state tax law knowledge including but not limited to a minimum of five of the following tax schedules corporate income and franchise, individual income, privilege, sales and use, white goods, and withholding

Ability to administer and apply tax laws under varying circumstances

Working knowledge of Microsoft Office applications such as Word and Excel; and must be able to use office equipment

Ability to work in a confidential environment maintaining confidential information

Management Preferences:

Customer service experience answering multiple, high volume telephone queues

Familiarity with taxation principles and terminology.

Minimum Education and Experience Requirements

Some state job postings say you can qualify by an \xe2\x80\x9cequivalent combination of education and experience.\xe2\x80\x9d 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.

Associate\'s degree in Business Administration, Accounting or related field from an appropriately accredited institution, and one year work experience preferably in an accounting-related environment or an equivalent combination of education and experience.

Supplemental and Contact Information

The Department of Revenue (DOR) seeks to fill positions with the most qualified individuals in its effort to provide taxpayers with the most efficient and effective services possible. DOR selects applicants for employment based on job-related knowledge, skills, and abilities without regard to race, color, gender, national origin, religion, age, disability, political affiliation or political influence.

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.

If selected for an interview, you may have the option to interview via telephone and/or other method as technology allows.

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 . Individuals with disabilities requiring disability-related accommodations in the interview process, please call the agency ADA Administrator at 919-814-1172.

NC Department of Revenue
Human Resources Division
919-814-1200

For permanent and time-limited appointments:
Eligible employees have benefits that include employee health insurance options, standard and supplemental retirement plans, NC Flex (a variety of high-quality, low-cost benefits on a pre-tax basis), and paid vacation, sick, and community service leave, to name a few. Paid parental leave is available for eligible employees. Some benefits require 30 + hours work/week for participation.

For temporary, contract or other supplemental staffing appointments:
There are no paid leave, retirement or other benefits associated with these appointment types.

State of North Carolina