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SalaryDescription of Work
Salary Grade: NC09
This position is established as full-time teleworking.
The North Carolina Department of Revenue is accepting applications for a Revenue Tax Technician for the Telephony Unit in the Taxpayer Assistance and Collection Division.
The primary purpose of this position is to perform paraprofessional and technical functions providing customer service to taxpayers forwarded from the Contact Center and Service Centers for moderate taxpayer support. The position assists customers with reviewing and interpreting data for the assigned tax schedules of corporate income and franchise, individual income, motor vehicle lease, privilege, sales and use, sales utilities, scrap tire, white goods, and withholding. These duties include establishing payment plans for all tax schedules within set guidelines, answering notice and refund inquiries, and providing assistance with individual income and business tax questions. This position makes technical determinations from contacts to resolve tax questions and liabilities resulting in effective courses of action for customers. The work involves reviewing tax returns and related documents to assist in the resolution of tax liability including business taxes. The position accesses taxpayer account information, enters and adjusts financial information into a computerized tax system which can result in an updated tax notice in adherence with departmental rules and regulations.
The position answers telephone calls and resolves written correspondence related to tax law and responds to taxpayers on issues relating to the computation and application of tax credit for taxes paid another state when an individual resides in North Carolina but works in another state; or assisting a business who ships an item out of state to the customer's home and what the tax implications are in this situation. The position listens carefully to the taxpayer to ensure the taxpayer's question is properly addressed, consults the federal and State publications which address the issues involved, and searches through the subject matter to locate the provisions of the law which apply to the taxpayer's concerns. The position makes outbound calls to taxpayers in an effort to proactively resolve moderate taxpayers' issues. The position also assists third parties, including accountants and attorneys, and any customer inquiring about NC tax codes with interpretation of North Carolina tax law and explanation of the forms and instructions. The position may train new or lower-level customer service agents. Inquiries outside the responsibility and knowledge level of this position will be directed to a Revenue Officer for assistance or another divisional employee for assistance, as applicable.
CULTURAL DIVERSITY:
NCDOR is an equal opportunity employer and committed to diversity, equity, and inclusion. We are an Employment First state ensuring that people with disabilities have equal opportunities to succeed in the state government workplace.
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
- Paid Parental Leave
- Longevity pay lump sum payout yearly based on length of service
- 401K, 457, and 403(b) plans
- Eligibility for the Public Service Loan Forgiveness Program
Knowledge, Skills and Abilities / Competencies
Effective knowledge and understanding of business and accounting principles including the ability to record, compile, and summarize data
Basic knowledge of Microsoft Office Suite software, including Excel and Word
Demonstrated experience interpreting and explaining policies, procedures, and tax laws
Demonstrated experience assisting difficult customers
- Effective customer service skills, including anticipating customers' needs and responding quickly and accurately for resolution
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.
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 HumanResources@ncdor.gov. Individuals with disabilities requiring disability-related accommodations in the interview process, please call the agency ADA Administrator at 919-500-6083.
NC Department of Revenue
Human Resources Division
919-814-1200
