Level 1 Customer Service Supervisor

Agency

Dept of Revenue

Division

CUSTOMER SERVICE

Job Classification Title

Administrative Supervisor (S)

Position Number

Grade

NC10

About Us

The North Carolina Department of Revenue is committed to excellence in tax administration ensuring secure and efficient collection of revenue to fund vital public services. We are an employer of choice offering excellent benefits competitive pay professional development and career advancement. Our dedicated team provides accurate information achieves high compliance and delivers innovative services with integrity and fairness. DOR is an equal opportunity employer hiring qualified candidates regardless of race color gender national origin religion age disability or political affiliation.

Description of Work

This posting is for current full-time permanent Department of Revenue employees only.

***PLEASE NOTE: THIS WILL CLOSE AT 11:59 P.M. THE DAY PRIOR TO THE END DATE LISTED ON THIS JOB POSTING***

The North Carolina Department of Revenue is recruiting for a Customer Service Supervisor in our Level 1 Unit. This is a hybrid working position that can be based out of any of our 3 Customer Service Centers (Greensboro Raleigh or Rocky Mount).

The supervisor leads the daily operations of a Level 1 customer service team.

Responsibilities of this position include but are not limited to the following:

Supervising a team of approximately 7 customer service agents
Assisting division management with the hiring process
Training agents to understand and communicate tax law procedures and policies to resolve customer inquiries
Evaluating documenting and coaching employees for success in accordance with the NCVIP call metrics and adherence to divisional policies and procedures
Reviewing statistical reports to manage and coach performance standards for productivity as well as devise and implement changes in work processes
Resolving customer issues and concerns escalated from agents

Knowledge Skills and Abilities/Management Preferences

• Good communicator (both written and verbal) with the ability to express ideas both clearly and concisely

• Ability to establish and maintain effective working relationships with team members and various levels of management

• Demonstrated experience and application in general state tax law knowledge DOR computer systems and an understanding of Departmental policies and procedures

Recruitment Range: $44000 - $52000

Effective July 1 2025 candidates now meet the minimum qualifications of a position if they have the minimum education and experience listed from the class specification. The knowledge skills and abilities listed in the vacancy announcement should be used as management preferences and be used to screen for the most qualified pool of applicants.

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).

Some highlights include:

• The best funded pension plan/retirement system in the nation according to Moodys Investors Service
• 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

The North Carolina Department of Revenue is committed to excellence in tax administration ensuring secure and efficient collection of revenue to fund vital public services. We are an employer of choice offering excellent benefits competitive pay professional development and career advancement. Our dedicated team provides accurate information achieves high compliance and delivers innovative services with integrity and fairness. DOR is an equal opportunity employer hiring qualified candidates regardless of race color gender national origin religion age disability or political affiliation.

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.

Applicants eligible for veterans preference should attach a copy of form DD-214.

If you have general questions about the application process you may contact Human Resources at or . Individuals with disabilities requiring disability-related accommodations in the interview process please call the agency ADA Administrator at .

Minimum Education and Experience

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 the Education and Experience Equivalency Guide for details.

High school diploma or General Educational Development (GED) diploma and four years of progressively responsible administrative/office management experience including one year as a lead worker; or equivalent combination of education and experience.

EEO Statement

T he State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination harassment or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy childbirth or related medical conditions; and for religious beliefs observances and practices.

Recruiter:

Donna L Howe

Recruiter Email:

Required Experience:

Manager